Responsible for managing Anti - Money Laundering and Know - Your - Customer processes in banking. Engaging clients and ensuring compliance with regulations in U.S. and non - U.S. activities.
About the role
- Customer Experience Specialist managing support for SaaS solutions used by homeowners associations and community centers. Guiding users through features and resolving technical issues.
Responsibilities
- Answer tickets and questions about product functionality, bugs, and workflows.
- Guide users through features such as reservations, program registrations, events, passes, and financial transactions.
- Escalate technical issues using Jira/Confluence while following them through to resolution.
- Proactively identify recurring pain points and contribute to improving help articles and FAQs.
- Collaborate with engineering, quality assurance, and product teams to provide rich, context-rich feedback.
- Train new clients or internal staff when necessary via video calls or screen sharing.
- Participate in product testing and provide usability and edge case insights.
- Execute basic SQL operations (Select, Insert, Update, Delete).
Requirements
- Excellent written and spoken English.
- Experience with basic SQL.
- At least 2 years of experience in software support or customer success, preferably SaaS.
- Familiarity with community platforms, homeowners association software, gym/membership systems, or systems for Accounting/Ticketing.
- Comfort with ticketing systems, video support tools (Zoom, Loom), and CRM platforms.
- Ability to understand and explain moderately technical workflows.
- Strong sense of ownership, empathy, and responsiveness.
- Located in Brazil, preferably in Florianópolis (SC) or surrounding areas.
Benefits
- Competitive compensation in USD via freelance contract.
- Hybrid work in Florianópolis
- Lead the evolution of multiple high-impact products used by thousands of communities in the USA.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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