Job Description

Location: Brazil (100% Remote or Hybrid for Serra Gaúcha or São Paulo residents)

Compensation Currency: Brazilian Real (BRL)

Contract: Permanent Full Time (CLT) - 42h/week

Role Purpose

This role ensures that strategic and high-value customers receive the products, services, licences, and entitlements they have purchased — accurately, quickly, and with minimal customer effort. The specialist acts as a trusted advisor and operational owner for entitlement, billing, and data integrity matters, resolving customer enquiries raised via Zendesk that relate to invoices, contracts in Salesforce, and related systems. Given the strategic value of these accounts, the role carries more aggressive SLAs and a higher likelihood of direct customer interaction than the standard tier.

Required Skills & Experience

• Hands-on experience with Salesforce and NetSuite (the team's go-forward systems); willingness and ability to learn additional legacy systems as needed
• Prior experience with a ticketing tool such as Zendesk is a plus but not required
• High level of English, written and spoken — the role requires clear communication with global, internal stakeholders
• Strong written communication skills and attention to detail
• Comfortable working across multiple, sometimes unfamiliar, IT systems
• Able to work under pressure and manage competing priorities
• Strong team player who collaborates across Sales, Finance, Operations, and Support
• Comfortable engaging directly with customers on sensitive billing, contract, or entitlement matters
• Able to operate with a higher degree of autonomy under tighter turnaround times

Core Responsibilities Entitlement & Licensing Management

• Accurately assign licences and service entitlements and rapidly activate new purchases
• Manage upgrades, downgrades, renewals, and licensee transfers/reassignments
• Monitor licence allocation and usage; identify under- or over-utilised licences
• Verify customers have access to all products and services purchased; audit and reconcile entitlements
• Resolve entitlement discrepancies and prevent access interruptions
• Interpret contractual entitlement rights and validate product, support, and service eligibility
• Ensure alignment between contracts, orders, invoices, and entitlement systems, including for complex enterprise agreements

Billing & Invoice Support

• Own customer billing enquiries end-to-end via Zendesk tickets, from first response through resolution
• Investigate disputed charges and resolve invoice discrepancies, explaining charges, credits, and taxes clearly
• Raise credit note requests and provide first-level approval of credit notes raised by other areas
• Validate contract pricing and entitlements against billing records
• Handle invoice, statement, and contract copy requests

Data Quality & Master Data Management

• Maintain the accuracy, completeness, and consistency of customer, billing, and entitlement records
• Identify and resolve data discrepancies and remove duplicate records
• Validate data against source systems (Salesforce, NetSuite, and other platforms) and contractual agreements
• Coordinate master data updates across CRM, billing, licensing, and support platforms
• Process changes in billing frequency, currency, and historical contract corrections

Reconciliation, Change & Escalation Management

• Reconcile data between systems and investigate root causes of mismatches
• Support customer mergers, acquisitions, and organisational/account hierarchy changes
• Coordinate with Sales, Operations, Finance, and Technical Support on business-critical issues
• Own priority investigation and escalation of entitlement and data issues within defined SLAs

Reporting

• Contribute to entitlement summaries, licence position, and renewal/expiry reporting (with the BI team)
• Support data quality scorecards, customer data health assessments, and root-cause reporting

Service Expectations

• Proactive: Monitor upcoming expirations and data anomalies; flag gaps before they affect the customer
• Accurate: Get entitlement and data changes right first time, with full traceability
• Responsive: Meet priority SLAs and provide fast resolution, including support during critical business events
• Transparent: Give clear visibility into issue status, ownership, and resolution