Customer Service Agent: Portuguese (18:00pm - 3:00am)

Role overview

A remote customer service role supporting Portuguese-speaking users of a global live entertainment platform, working a late-evening shift from a home office in Brazil. The agent will resolve inquiries across email, phone, and social channels, with downtime dedicated to parallel operational work.

Responsibilities

- Respond to Portuguese-speaking customer inquiries via email, phone, and social media, resolving incidents end to end. - Manage incoming calls and live chats, ensuring timely, accurate, and complete responses. - Handle customer complaints, propose solutions within established time limits, and follow up to confirm resolution. - Document customer interactions, update account records, and file supporting documentation. - Follow internal communication procedures, service guidelines, and quality policies. - Support the Operations team with parallel tasks when support volume allows.

Requirements

- High Portuguese proficiency (oral and written) plus fluency in English. - Previous experience in user support or customer service. - Strong communication and interpersonal skills with a solution-oriented, reliable mindset. - Excellent organization, time management, and ability to juggle multiple simultaneous tasks. - Detail orientation and flexibility to adapt quickly as priorities shift. - Residence in Brazil with a dependable home-office setup.

Nice to have

- Hands-on experience using Zendesk or a comparable ticketing platform.

Benefits and work setup

- Fully remote, home-office role based in Brazil. - Fixed late shift of 18:00–03:00 on five days a week, with a 30-minute break. - Health insurance and a wellness or gym membership perk. - Option to access part of salary in advance through a payroll provider. - Discounts on live events and experiences hosted on the platform.