Junior L1 Support Analyst – Customer Experience

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RD Station

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

☁️ SaaS

🤝 B2B

🛍️ eCommerce

SaaS • B2B • eCommerce

RD Station is a Brazilian SaaS company that provides integrated marketing automation, CRM and customer service solutions. Its platform helps businesses attract and qualify leads, run email and WhatsApp campaigns, create landing pages, automate sales processes, deploy chatbots and manage omnichannel conversations, with analytics and AI features as well as an app marketplace and developer APIs. RD Station targets companies and agencies seeking to connect marketing, sales and support workflows to drive growth and retention.

📋 Description

• The challenge for our Customer Success area is to empower clients and partners on their predictable growth journey. • Our role is to solve complex problems for small and medium-sized businesses in Brazil, addressing root causes rather than symptoms. This ensures that customers do not need to return to support for the same issue. • Therefore, working on our L1 Support team also means being a multichannel, multi-product relationship manager with customer service skills (demonstrating patience, clear communication and teaching ability, resilience, and a customer-success-focused attitude).

🎯 Requirements

• Experience providing customer support in technology companies, addressing technical platform usage issues that require logical reasoning and investigative thinking; • Practical knowledge of customer support metrics; • Previous experience handling concurrent interactions across multiple channels (primarily chat and email); • Ability to absorb a high volume of information and perform multiple tasks simultaneously; • A genuine interest in and enjoyment of delivering excellent customer service and experience; • Basic knowledge of digital marketing processes; • Experience in multi-product companies and/or B2B SaaS; • Experience with platforms such as Service Cloud, Zendesk, Slack, and G Suite; • Basic understanding of how web pages work; • Be (or want to become) an active community member who shares knowledge inside and outside the company through events, articles, mentoring, projects, and volunteer initiatives.

🏖️ Benefits

• Holistic Well-being: We take care of the people who make progress happen. We seek the holistic well-being of each employee through programs and benefits that provide self-care resources across five pillars: Emotional, Financial, Physical, Occupational, and Social. • Diversity and Belonging: Diversity is what makes us stronger. We actively promote inclusion and belonging, ensuring that TOTVS is a place where you can be yourself. Our expertise is human and alive: we embrace differences to empower businesses inside and outside the company.