Client Support Associate
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Job Description
Client Support Associate supporting Portuguese-speaking clients through messaging channels at Aurora Group, a global advertising technology company. Routing inquiries, resolving basic issues, and managing escalations across US hours.
Responsibilities:
- Monitor assigned messaging channels and respond to inbound client messages within SLA
- Acknowledge every inbound message clearly and calmly
- Identify conversation intent and route it appropriately
- Immediately hand off sales-ready conversations to Business Development with platform, spend, urgency, and timezone context
- Resolve basic repeatable questions using approved playbooks
- Escalate complex, sensitive, or technical issues to Account Management, Operations, Billing, or Compliance
- Act as primary point of contact during US hours with rotational night, weekend, and holiday coverage
- Track escalations through acknowledgement and follow up when ownership is unclear
- Maintain clean internal records, including summaries, tags, stages, and escalation notes
- Maintain a consistent, brand-aligned tone across client conversations
Requirements:
- Based in Brazil
- 2+ years of experience in client support, customer success, live chat, helpdesk, or similar client-facing operational roles
- Native or fluent Portuguese and near-perfect English, both written and spoken
- Strong written communication, especially in live chat and messaging formats
- Comfortable navigating SaaS platforms and spotting platform-level issues
- Able to handle a high volume of concurrent conversations without losing accuracy
- Comfortable working from approved scripts and playbooks while applying good judgement
- Track record of hitting tight SLAs
- Organized and disciplined about note-taking, tagging, and follow-through
- Comfortable working remotely in US hours, with availability for some rotational nights and weekends
- Detail-oriented, reliable, and enjoys helping people
- Preferred: Experience in client support at an ad tech company, affiliate network, or similar performance marketing business
- Preferred: Working knowledge of Meta, Google, TikTok, and native advertising networks
- Preferred: SaaS customer support or CX experience with a technical client base
- Preferred: Junior operations or client operations experience at a startup
- Preferred: Experience with CRMs, ticketing systems, WhatsApp Business, Telegram, Intercom, and similar tools
- Preferred: Additional languages, especially Spanish
Benefits:
- Fully remote team with flexible work arrangements
- Highly collaborative environment
- Regular virtual meetings
- Collaborative tools and open communication channels
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