Customer Care Agent | LatAm
Are you ready to be part of something big? We’re a fast-growing company, backed by an exciting post-series B momentum. As we expand, we’re looking for superstars like you too! 🚀
Infraspeak - Dawn of a New Era!
Our vision for intelligence, together with an ever-ending search for personalization, makes Infraspeak a unique Intelligent Maintenance Management Platform (IMMP) that helps thousands of teams every day.
We make our customers' life much easier. They can do more with their current resources; they deliver what's expected from them. They reach their goals. Why? Because our platform truly reflects our motto: Be a Source of Good Life!
The time of software being just a repository of information is clearly over. That's why Infraspeak is not just a system of records. It's a system of intelligence that collects data and transforms it into real actions by using state-of-the-art technology and making it accessible to teams of all sizes.
Our intelligent platform works for our customers to overcome today's challenges and future-proof their operation. Yes, the future: no matter how it looks!
We were proudly born in Porto, Portugal, to the world. We are a fast-growing company that partners with customers from Asia to Europe to Africa to the Americas and builds with some of the world's most relevant investors.
We say that we have limited resources –– we all do, right? –– but unlimited ambitions. Come help us grow and chase bigger wins!
- We believe in meritocracy, holacracy and ownership.
- We believe that only great teams can build great products –– and customers are part of our team.
- We believe happiness is in the path, not at the end of it.
- For us, simplicity is the ultimate sophistication –– thanks, Leo da Vinci!
What will you do?
- Provide outstanding customer support to customers via ticket and chat.
- Help customers use specific product features, proactively identify opportunities to enhance customer experience, and contribute to the development of knowledge base articles, tutorials, and training materials.
- Analyze, troubleshoot, and report product malfunctions.
- Investigate and escalate complex technical issues to the appropriate internal teams for resolution, while ensuring timely follow-up and communication with customers.
- Collaborate closely with cross-functional teams (especially Product and Engineering) concerning bugs, new feature suggestions, and other customer feedback and information.
- Produce and update content for our help center.
- Ensure customer satisfaction while accomplishing SLAs and KPIs.
What do we expect from you?
- Experience in multichannel customer Care roles (mandatory), preferably in a SaaS environment (valued).
- Fluency and experience in English, Portuguese (spoken and written), and Spanish (written).
- Experience using helpdesk software (Freshdesk preferred).
- Familiarity with using/implementing AI in helpdesk (e.g. chatbots) is a plus.
- Experience in Tier 2/escalations support is a plus.
- Education in Languages, International Relations, or Communications is valued.
- Familiarity with Facility Management, Hospitality, or Technical Assistance is valued.
- Clear communication & problem-solving skills with a positive tone.
- Ability to multitask and prioritize workload effectively in a fast-paced environment.
- Empathy, adaptability, and patience.
- Responsibility and ownership.
What do we offer?
- Flexible working hours and remote-friendly culture.
- Competitive salary and perks.
- Modern co-working space with everything you need, located in Florianópolis.
- A scaleup environment, where you will see the company (and yourself) grow beyond a dozen people to a worldwide reference in the field (some people call it ambition, we call it focus).
- A balanced work environment where you will have autonomy, responsibility, ownership, and freedom to make mistakes and to learn from them.
- Regular events to promote knowledge sharing and team engagement.
- Department
- Customer Success
- Role
- Customer Care Agent
- Locations
- Florianópolis
- Remote status
- Hybrid Remote
Florianópolis
The perks of being an Infraspeaker:
-
Flexible working hours
As long as everyone completes their tasks and meets their deadlines, there’s no need for rigid schedules. Enjoying life is part of the process! -
Work from… anywhere
Feel free to work from home, your favourite coffee shop, or even the middle of the street while cars honk at you. The possibilities are endless! -
Monthly perks budget
Every Infraspeaker has a budget they can spend on new work gadgets, personal development or just to improve their quality of life. Choose wisely! -
Free snacks
Fresh fruit, cookies, cake, juice, beer… you name it. Nobody likes to work on an empty stomach and you’ll never have to do that here.
About Infraspeak
Brought to you by Facility Management Geeks in the Source of a good life.
Customer Care Agent | LatAm
Are you ready to be part of something big? We’re a fast-growing company, backed by an exciting post-series B momentum. As we expand, we’re looking for superstars like you too! 🚀
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