Customer Success Coordinator, Customer Support

🕒 April 28

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N5X

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

⚡ Energy

🏪 Marketplace

☁️ SaaS

Energy • Marketplace • SaaS

N5X is a Brazilian energy trading platform and new energy exchange that provides a digital marketplace and trading infrastructure for physical electricity contracts and related energy products. Jointly backed by L4 (a B3-linked investment fund) and Nodal Brazil/EEX Group, N5X combines local market expertise with international exchange experience to enable efficient, governed, and technology-driven energy transactions. The platform offers products, APIs, and participant-focused tools to support market growth, transparency, and increased trade volume in Brazil's liberalized energy market.

📋 Description

• Coordinate the customer support team, ensuring quality, consistency and timely responses; • Develop and standardize support processes and workflows; • Monitor, manage and improve platform and team performance KPIs; • Produce periodic reports with insights and proposed improvements to the customer journey; • Act as a bridge between customers and the commercial, product and technology teams to resolve issues; • Propose enhancements to the ticketing system and knowledge base; • Lead regular team alignment meetings and ensure continuous training and development.

🎯 Requirements

• Bachelor’s degree in Business Administration, Communications, Engineering or related fields; • Previous experience in customer support or technical support within SaaS or technology companies; • Experience with ticketing/helpdesk platforms (e.g., Freshdesk); • Knowledge of support metrics (e.g., SLA); • Knowledge of onboarding processes and the customer journey; • Advanced English for reading, writing and customer-facing communication.

🏖️ Benefits

• Bonus: Up to 2 months' salary per year; • Work model: Hybrid - 3 days in the office per week, participation in in-person team rituals (currently quarterly), in-person meetings with stakeholders and events; • Meal allowance: R$ 43.68 per working day; • Grocery allowance: R$ 832.00 per month; • Transportation allowance: Round-trip coverage for office days with no payroll deduction; • Health insurance: SulAmérica with co-payment for the employee and eligible dependents (children and spouse); • Life insurance: MetLife; • Childcare assistance: Reimbursement of up to 40% of the base salary for children up to 24 months and 35% for children between 24 and 71 months; • Financial assistance for employees with children with disabilities: Amount equivalent to 50% of the base salary.