Remote Customer service Jobs · Brazil

Manage the full ticketing process across Tier 1, Tier 2, and Tier 3 escalation, leveraging Pylon and ClickUp. Responsible for receiving and triaging all inbound support requests, handling Tier 1 and Tier 2 troubleshooting, and creating, managing, and tracking Tier 3 tickets for Engineering. Partner with Customer Success for high-impact issues, ensuring operational excellence, fast response times, and outstanding customer communication.

Be the front-line of customer requests. Debug, report, and sometimes fix bugs and regressions. Advocate for customer needs to the greater Resend team. Iterate internal workflows to improve our resolution speed and efficacy. Proactively build relationships and identify potential papercuts for customers. Create documentation that answers customer questions or showcases solutions.

Responsible for providing technical support to real estate agencies and brokers for issues related to access, registrations, and other system-related issues. This includes responding to support tickets and tracking demands until resolution, ensuring clear and efficient communication with partners. You will register and document errors and solutions, contributing to the team's knowledge base.