Customer Success Agent (Portuguese-Speaking)
RemoteUnited States
United StatesRemoteFull TimeStartup
Full TimeStartup
Job Summary
Respond to customer inquiries via Zendesk in Portuguese and English while guiding users through onboarding journeys and preparing them for upgrades. Create and maintain bilingual knowledge base articles, host webinars for user enablement, and identify AI/automation tools to streamline support workflows. Monitor customer health, gather feedback, and collaborate with Product and Engineering to build internal playbooks. This role supports the Customer Success function within Rayyan's SaaS research collaboration platform, helping accelerate evidence-based decision-making for global researchers.
Required Qualifications
- Fluency in Portuguese and English
- 2+ years in Customer Success, Support, or SaaS roles
- Familiarity with Zendesk or similar support platforms
- Ability to host and facilitate webinars or online training
- Strong documentation and knowledge-sharing mindset
- Process-oriented with a drive to identify improvements and automation
- A collaborative team player with a desire to help build something from the ground up
- Fluency in English and Portuguese
- Zendesk
- Webinar tools
- Microsoft Office 365
- Ability to adopt new tools quickly and AI-based support systems
Desired Qualifications
- Experience using CRM tools (Zoho CRM is a plus)
- Passion for customer education and lifecycle engagement
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