Customer Support & Onboarding Specialist ES - Interfell (Remote)

Customer Support & Onboarding Specialist The Customer Support & Onboarding Specialist is responsible for accompanying clients during their implementation and adoption process of the platform, providing continuous support and ensuring a positive experience. This role contributes to customer satisfaction, retention, and effective product use. Responsibilities Guide new clients during the onboarding process Conduct training sessions about the platform Accompany the adoption and use of functionalities Provide support to user queries and requirements Identify problems and escalate technical cases when necessary Monitor the use of the platform and contact users proactively Create and update documentation, FAQs, and training materials Collect client feedback and report opportunities for improvement Maintain records of client interaction Collaborate with product, sales, and customer success teams Support the optimization of support and onboarding processes Requirements Experience in customer support, onboarding, or customer success Experience working with SaaS platforms (desirable) Verbal and written communication skills Ability to explain technical concepts in a simple way Handling of digital tools and software Customer orientation and problem-solving Organization and follow-up capacity Desirable Experience in B2B environments Experience creating training material Familiarity with remote collaboration tools Basic knowledge of usage analysis or product metrics Intermediate Portuguese (plus) Soft Skills Proactivity Empathy with the client Effective communication Problem-solving Self-management Teamwork Results orientation Adaptability