Customer Support & Onboarding Specialist

Responsibilities

• Guide new customers through the onboarding process
• Conduct training sessions on the platform
• Support the adoption and use of functionalities
• Provide support for user inquiries and requirements
• Identify issues and escalate technical cases when necessary
• Monitor platform usage and proactively contact users
• Create and update documentation, FAQs, and training materials
• Collect customer feedback and report improvement opportunities
• Maintain records of customer interactions
• Collaborate with product, sales, and customer success teams
• Support the optimization of support and onboarding processes

Requirements

• Experience in customer support, onboarding, or customer success
• Experience working with SaaS platforms (desirable)
• Strong verbal and written communication skills
• Ability to explain technical concepts simply
• Proficiency with digital tools and software
• Customer orientation and problem-solving skills
• Organizational and follow-up capabilities

Preferred Qualifications

• Experience in B2B environments
• Experience creating training materials
• Familiarity with remote collaboration tools
• Basic knowledge of usage analysis or product metrics
• Intermediate Portuguese (plus)