Customer Support Specialist - Brazil

This role, although remote, is based in Brazil. About EnterpriseAlumni EnterpriseAlumni isn't your average software company. We're a market-leading provider of Alumni Management software, globally. Our platform is a powerhouse, driving recruiting efforts, sales opportunities, and brand advocates back into our clients' organizations whilst creating a strong alumni value proposition. About the Role We are looking for a Customer Support Specialist to own the day-to-day support experience for our enterprise customers. You will be their first point of contact for product, technical and service questions, and accountable for making sure every issue is resolved quickly, clearly and to the standard our clients expect. Our customers are senior teams in large, often heavily regulated organizations. When something goes wrong, they should never have to chase a status update, escalate internally, or wonder whether the right people are working on it. You will triage and manage tickets within SLA, coordinate across Engineering, Product and Customer Success to bring the right urgency to each issue, and keep customers informed at every stage. Beyond individual tickets, you will look across the support queue to spot recurring issues and trends, feed them back to Product and Engineering, and help improve how we support customers at scale. Working within a global Customer Support team across multiple time zones, you will combine deep product knowledge with clear, calm communication - the kind th