Customer Experience Agent | LatAm

Welcome to Infraspeak.

Our mission is simple: to transform facilities management with a collaborative platform that unifies every part of FM operations into one cohesive system — enabling every stakeholder to Work as One.

We go beyond traditional tools, eliminating fragmented systems in complex operations. Our platform ensures end-to-end collaboration across FM teams, processes and assets — with no silos, blind spots or overload.

Born in Porto, Portugal, we’re now a global company serving customers in 30+ countries and backed by top investors. But we’re just getting started.

- We believe in ownership, collaboration, and meritocracy.

- We believe that only great teams build great products — and that includes our customers.

- We believe happiness is in the journey, not just the destination.

Above all, we are guided by our purpose: to Be a Source of a Good Life — for our customers, our team, and the broader community.

What will you do?

1. Provide technical support to our customers by troubleshooting, debugging and resolving complex issues that require in-depth technical knowledge.
2. Resolve Tier 2 escalations efficiently by using your knowledge of programming languages, database access, and script execution.
3. Collaborate closely with cross-functional teams (especially Product and Engineering) concerning bugs and technical support requests, while ensuring timely communication with customers.
4. Develop and maintain our Chatbot platform, including training, mapping dialogues, and implementing updates.
5. Document technical solutions and contribute to our knowledge base to empower both customers and internal teams.
6. Ensure a high level of customer satisfaction while accomplishing SLAs and KPIs.

What do we expect from you?

1. Experience in multichannel Customer Support/Experience roles (mandatory), preferably in a SaaS environment (valued).
2. Technical profile with experience in Tier 2 support, technical debugging, database querying, and script execution.
3. Experience with Chatbot platforms, including training, intent mapping, dialogue management, and performance monitoring.
4. Fluency in Portuguese, and knowledge of English (mandatory) and Spanish (valued).
5. Clear communication & problem-solving skills with a positive tone and a strong customer-centric approach.
6. Ability to multitask and prioritize workload effectively in a fast-paced environment.
7. Empathy, adaptability, and patience.
8. Responsibility and ownership.

What do we offer?

1. Flexible working hours and remote-friendly culture.
2. Competitive salary and perks.
3. Modern co-working space with everything you need, located in Florianópolis.
4. A scaleup environment, where you will see the company (and yourself) grow beyond a dozen people to a worldwide reference in the field (some people call it ambition, we call it focus).
5. A balanced work environment where you will have autonomy, responsibility, ownership, and freedom to make mistakes and to learn from them.
6. Regular events to promote knowledge sharing and team engagement.

At Infraspeak, everyone is equal, unique, and valued. We believe diversity makes us stronger — shaping our culture, our business, and the world around us for the better — and we're committed to ethical talent acquisition, grounded in respect, fairness, and equal opportunity.

Our code of conduct is clear: discrimination has no place here — whether based on age, disability, gender, race, religion or belief, civil or parental status, political views, or any other basis protected by law.

"To be a source of a good life" isn't just a statement — it's our mission, and everyone is welcome to join us on that journey.