Customer Experience Specialist in Brazil, Indiana at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Experience Specialist in Brazil.

This role sits at the heart of a fast-growing digital marketplace, where customer interactions directly shape trust, retention, and product evolution. You will be the primary voice supporting both buyers and sellers, handling key touchpoints such as orders, returns, onboarding, and issue resolution. Every conversation you manage contributes not only to customer satisfaction but also to improving internal processes, policies, and help resources. Operating in a dynamic, high-growth environment, you’ll collaborate closely with product and operations teams to identify friction points and enhance the overall user journey. The role requires strong communication, empathy, and judgment, especially in fast-moving or sensitive situations. You will also contribute to scaling support quality through better templates, insights, and process improvements that reduce future customer friction.

In this role, you will act as the primary point of contact for customers, ensuring fast, clear, and empathetic support across multiple channels. You will manage daily interactions while also contributing to the continuous improvement of support operations and customer experience quality.

• Handle customer inquiries related to orders, returns, refunds, and onboarding with clarity and efficiency.
• Provide high-quality written communication that builds trust and resolves issues effectively.
• Maintain organized case handling, ensuring proper follow-up and resolution of all requests.
• Identify recurring issues and contribute insights to improve internal processes and policies.
• Develop and refine response templates and help content to reduce future support volume.
• Collaborate with internal teams to improve product and operational workflows.
• Support the evolution of customer experience standards across the organization.

The ideal candidate is a strong communicator with excellent judgment, empathy, and the ability to thrive in fast-paced, customer-facing environments. You are proactive, detail-oriented, and motivated by solving real customer problems.

• Strong written English communication skills, with a clear, empathetic, and concise style.
• Experience in customer support, customer experience, or marketplace environments (or strong willingness to learn quickly).
• Ability to manage customer interactions with professionalism, empathy, and de-escalation skills.
• Ownership mindset with strong follow-through and accountability.
• Comfort working in fast-paced environments with shifting priorities.
• Familiarity with e-commerce or marketplace workflows (orders, returns, refunds, sellers) is a plus.
• Strong organizational skills and attention to detail.
• Collaborative mindset with the ability to work effectively across teams.

• 29 days of annual leave plus public holidays (based on regional calendar)
• Additional day off on your birthday
• Equity/share options to participate in company growth
• Remote-first work environment (based in Brazil)
• Exposure to a high-growth, global consumer platform
• Opportunity to directly impact product experience and customer journey
• Inclusive and collaborative culture focused on learning and growth
• Flexibility and autonomy in a fast-moving environment