CustomerExperienceAgent

## Accountabilities You will be responsible for delivering high-quality customer support experiences for English and Spanish-speaking users across the Americas, ensuring fast and effective resolution of user issues. Handle inbound customer support requests via chat, email, and other digital channels Diagnose and resolve issues related to subscriptions, billing, account access, and app functionality Escalate technical bugs and complex cases with clear documentation and reproduction steps Maintain high performance quality metrics, including CSAT and internal QA standards Identify recurring user issues and share insights with CX leadership and product teams Contribute to and update internal knowledge base content in English and Spanish Participate in internal reviews, async discussions, and voice-of-customer reporting activities Requirements: You are a user-focused customer support professional with strong communication skills and the ability to manage multiple cases in a fast-paced digital environment. 1+ year of experience in customer support or customer-facing roles Native-level English communication skills (written and spoken) Professional-level Spanish proficiency for user interaction Strong empathy and a customer-first mindset Ability to independently manage multiple support cases and prioritize effectively Familiarity with US customer communication standards and expectations Comfortable working remotely in Eastern Time (9am–6pm ET, Monday–Friday) Experience with SaaS or mobile app support environments is a plus Familiarity with tools such as Intercom or Zendesk is an advantage Exposure to subscription-based products or AI tools is a bonus Benefits: Fully remote contractor role based in Brazil (also open to LATAM regions) Fixed schedule aligned with Eastern Time business hours Opportunity to support a fast-growing global AI-powered learning platform Exposure to international users across multiple markets and languages Collaborative, mission-driven and multicultur