What You’ll Do:
- Provide timely and professional support through email, chat, phone, and ticketing systems.
- Troubleshoot common product, account, and workflow-related issues for customers and internal users.
- Accurately document customer interactions, troubleshooting steps, and resolutions.
- Escalate unresolved, urgent, or complex issues to senior team members when appropriate.
- Manage assigned ticket queues and ensure timely follow-up and case resolution.
- Support multiple products, communication channels, and operational needs based on business priorities.
- Maintain quality, productivity, and customer service standards across all assigned work.
- Build and maintain knowledge of supported products, tools, and workflows through ongoing training and coaching.
- Communicate clearly and professionally with customers, teammates, and leadership.
- Collaborate with team members to support daily operations, knowledge sharing, and continuous improvement efforts.
Who You Are:
- 1+ years of experience in customer support, technical support, SaaS support, retail service, or a related field preferred.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Comfortable learning new tools, systems, and processes quickly.
- Strong customer service mindset with attention to detail and problem-solving skills.
- Professional, reliable, coachable, and team-oriented approach to work.
- Portuguese and English required (communication via phone, email, and chat channels).
What We Offer:
- Working on state-of-the-art technology with an international team
- Wide range of benefits: healthcare and home office allowance
- Hybrid or remote working model
- Career path internally
- Learning & development opportunities
Please note that this position requires flexibility during the initial onboarding phase (up to 8 weeks), which follows a Monday through Friday, 8:00 AM to 4:00 PM MT (Denver) schedule (11:00 AM to 7:00 PM São Paulo time). A 1-hour lunch break is included.
After onboarding, you will transition to your permanent shift: Monday through Friday, 10:00 AM to 6:00 PM MT (Denver) (1:00 PM to 9:00 PM São Paulo time). A 1-hour lunch break is included.
Skills Required
- 1+ years of experience in customer support or related field
- Strong written and verbal communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Professional, reliable, coachable, and team-oriented approach
- Comfortable learning new tools, systems, and processes quickly
- Strong customer service mindset with attention to detail and problem-solving skills
- Portuguese and English required
What We Do
FORM powers the world’s 2 billion mobile workers as they change companies and industries for good, with mobile technology that improves execution from the frontline. FORM activates and connects teams in the field – with leaders, missions, and each other – so they can deliver success in the enterprise. The FORM field execution platform serves as a digital assistant for frontline teams by guiding daily tasks, streamlining data collection, facilitating real-time communication, and providing leaders with real-time intelligence to drive faster actions and better decisions. FORM offers the world’s only integrated task management and image recognition platform and enables smart audits on more display types than any solution in the market, plus industry-leading field communications and photo reporting capabilities. FORM solutions have been deployed by Fortune 500 companies around the world.
Why Work With Us
At FORM, we pride ourselves on being innovative, problem-solvers. Collectively, we are a group of dog-lovers, philanthropists, creative thinkers, goofballs, world travelers, and more. Our values include Team Work, Integrity, and Accountability. We take pride in doing great work, and truly admire those we work with.
Gallery
