Full-time (40 hrs/week) | Remote | Brazil
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Join a fast-growing North American company providing ready-to-heat meal solutions to organizations across corporate offices, healthcare facilities, schools, and residential communities.
We’re looking for a Customer Success & Support Specialist who combines strong customer communication with hands-on support and operational ownership.
You’ll support business clients throughout their day-to-day experience, managing support tickets, order-related requests, account updates, and operational issues from initial contact through final resolution. You’ll also work closely with Operations, Logistics, Fulfillment, and Customer Experience teams to ensure clients receive accurate, timely, and professional support.
This is not a traditional call center role. A single issue may impact hundreds of meals, multiple stakeholders, and important service commitments. Success requires excellent written English, strong attention to detail, confidence using CRM and ticket management platforms, and the ability to manage multiple priorities in a fast-paced environment.
Customer Success & Support Specialist (Full-Time)
We’re seeking a highly organized and customer-focused professional to support business clients through ticket management, order support, account maintenance, client communication, and operational issue resolution.
The ideal candidate has hands-on customer support experience, enjoys building strong client relationships, and takes ownership of every case until it is fully resolved.
Manage high-volume customer inquiries through email, live chat, and ticket management platforms.
Respond to customer requests professionally, accurately, and within established SLA targets.
Maintain complete and detailed documentation for every ticket and customer interaction.
Prioritize cases based on urgency, business impact, and operational requirements.
Own customer cases from initial contact through final resolution.
Keep clients proactively informed throughout the resolution process.
Manage multiple customer conversations while maintaining service quality and accuracy.
Process order entries, updates, modifications, cancellations, replacements, credits, refunds, and account changes.
Investigate missing, delayed, damaged, or incorrect deliveries.
Monitor active orders and proactively communicate status updates.
Maintain accurate customer records, delivery details, account preferences, and case history.
Support onboarding and account setup for new business clients.
Coordinate appropriate resolutions with Logistics, Fulfillment, and Operations teams.
Respond to inquiries related to orders, billing, deliveries, subscriptions, products, and account management.
Deliver empathetic, professional, and solution-oriented written communication.
Build trusted relationships with business clients by understanding their operational needs.
Use approved SOPs, macros, templates, and knowledge base resources.
Provide proactive communication during service disruptions, delays, and operational incidents.
Gather complete order, shipment, account, and customer information before escalating cases.
Clearly document the issue, actions already taken, urgency, and business impact.
Partner closely with Operations, Logistics, Fulfillment, Product, and Customer Experience teams.
Follow up on escalated cases until successful resolution.
Proactively identify and communicate recurring operational risks or service failures.
Identify recurring customer issues, ticket trends, and operational gaps.
Recommend improvements to workflows, internal documentation, and customer communications.
Support the testing and refinement of new tools and support processes.
Contribute to knowledge base articles, SOPs, templates, and internal support resources.
3+ years of experience in Customer Support, Client Support, Customer Success, Customer Experience, Account Support, or a similar customer-facing role.
Experience supporting high-volume customer interactions via email, live chat, and ticket management platforms.
Experience using CRM platforms such as HubSpot, Salesforce, Zoho, Microsoft Dynamics, Pipedrive, or similar.
Experience using ticket management or customer support platforms such as Zendesk, Intercom, Freshdesk, Gorgias, ServiceNow, Jira Service Management, or similar.
Strong written and verbal English communication skills.
Live chat support experience.
Strong attention to detail and accuracy.
Excellent organization and time-management skills.
Ability to manage multiple customer requests in a fast-paced environment.
Strong problem-solving and critical-thinking abilities.
Strong sense of ownership and accountability.
Ability to work independently in a fully remote environment.
Comfortable supporting customers through email, chat, phone, and other digital channels.
Proficiency with Google Workspace, Slack, Microsoft Office, and business communication tools.
Experience supporting B2B or Enterprise clients
Experience in Hospitality, Healthcare, Education, Institutional Services, Food, Logistics, Fulfillment, Subscription, or E-commerce
Experience with Order Management or Account Management.
Experience supporting clients in the United States or other international markets.
Experience coordinating with Operations, Logistics, Product, Supply Chain, or Fulfillment teams.
Experience supporting customer onboarding or managing complex customer accounts.
Familiarity with Shopify or other e-commerce and order management platforms.
You’ll be joining a fast-growing North American company that provides ready-to-heat meal solutions to organizations across corporate offices, healthcare facilities, schools, and residential communities.
Customer Experience is central to the business. The team serves as the connection between clients and internal operational teams, ensuring that orders, accounts, and service issues are handled accurately and efficiently.
This role is ideal for someone who enjoys supporting customers, building strong client relationships, solving operational problems, and working in a collaborative international environment.
About Global Talent Co.
The Global Talent Co. provides businesses with exceptional remote professionals from Latin America and South Africa, delivering world-class talent at a fraction of local hiring costs.
Our Model: We've built a thriving community of 400,000+ pre-vetted professionals across Latin America and South Africa, ready to integrate seamlessly into your team. From marketing professionals and designers to customer success specialists and finance experts—we match you with top-tier talent that fits your specific needs.
All of our talent is pre-vetted and has gone through multiple interview stages with us.
Why Companies Choose Us:
🎯 Quality First: Rigorously vetted professionals with proven track records and strong English proficiency
💰 Unmatched Value: Save 50-70% compared to local hires without compromising on talent quality
⚡ Speed & Flexibility: Hire in days, not months. Scale your team up or down as your business evolves
🤝 Effortless Integration & Zero Admin Headache: Our talent works in your timezone, uses your tools, and becomes a true extension of your team. We call it your embedded team.
Whether you're a startup looking for your first remote hire or an established company building a distributed workforce, we make it simple to access Latin America and South Africa's best talent.
Ready to build your dream team? Let's talk.
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🏢 Check out our Industry Solutions for SaaS, Consumer Businesses and Agencies → https://globaltalent.co/industry-solution-homepage/
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