Client Support Associate

Job description

Aurora Group is a global advertising and technology company built to support performance marketers. Our ecosystem includes access to premium ad accounts, our proprietary SaaS platform, in-house educational platform, and a performance marketing arm for e-commerce and lead gen. Thousands of companies, from solo media buyers to global teams, rely on our infrastructure to scale, optimize spend, and grow profitably. We're expanding our Client Support team to strengthen our coverage across the Americas, including our Portuguese-speaking clients in Brazil and our wider US client base. The Client Support Associate is the frontline owner of inbound client communication across WhatsApp, Telegram, live chat, and other messaging channels. You're the first human touchpoint for prospects, active clients, and urgent out-of-hours queries, and your job is to respond fast, diagnose intent, resolve what you can, and route the rest to the right person with clean context. This is not a sales role. You won't pitch, push, or close. You'll keep conversations moving, protect client confidence, and make sure sales-ready leads reach our Business Development team and operational issues reach the right owner, always with full context. If you're the kind of person who stays calm under a flood of messages, takes pride in clean handoffs, and notices the small details others miss, this role is for you. Tasks Monitor assigned messaging channels and respond to inbound client messages within SLA Acknowledge every inbound message clearly and calmly, even when full resolution requires escalation Identify the intent of each conversation (new sales interest, existing client support, operational or billing question, platform or compliance issue) and route accordingly Hand off sales-ready conversations to the Business Development team immediately, with clean context (platform requested, estimated spend, urgency, timezone) Resolve basic, repeatable questions directly using approved playbooks (onboarding steps, high-level platform rules, billing flow explanations) Escalate complex, sensitive, or technical issues to the right internal owner (Account Manager, Ops, Billing, or Compliance) with clear notes so nothing gets lost in translation Act as the primary point of contact during US hours, with rotational coverage for nights, weekends, and holidays to make sure no inbound message goes unanswered Track escalations through to acknowledgement and follow up when ownership is unclear Keep internal records clean and current, including conversation summaries, tags, stages, and escalation notes Maintain a consistent, brand-aligned tone across every client conversation Requirements We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these, we encourage you to apply. The preferred qualifications are a bonus, not a requirement. Minimum Requirements Based in Brazil 2+ years of experience in client support, customer success, live chat, helpdesk, or similar client-facing operational roles Native or fluent Portuguese and near-perfect English, both written and spoken Strong written communication, especially in live chat and messaging formats (short, clear, no fluff) Technically capable: comfortable navigating SaaS platforms and spotting platform-level issues before they escalate Calm under pressure, able to handle a high volume of concurrent conversations without losing accuracy Comfortable working from approved scripts and playbooks, while applying good judgement when situations don't fit neatly into them Fast and responsive by nature, with a track record of hitting tight SLAs Organized and disciplined about note-taking, tagging, and follow-through Self-directed and comfortable working remotely in US hours, with availability for some rotational nights and weekends Detail-oriented, reliable, and genuinely enjoys helping people Preferred Requirements Experience in client support at an ad tech company, affiliate network, or similar performance marketing business Working knowledge of advertising accounts (Meta, Google, TikTok, native networks) and the typical issues that arise around them Customer support or CX experience at a SaaS product, especially one with a technical client base Junior operations or client operations experience at a startup, where you've worn multiple hats and built process as you went Experience with CRMs, ticketing systems, and messaging tools (WhatsApp Business, Telegram, Intercom, etc.) Additional languages, Spanish especially useful for broader Americas coverage Benefits Remote-First at Aurora At Aurora, we are proud to be a fully remote team with talented members working across the globe. We believe in the power of flexibility while fostering a highly collaborative environment. Our team is spread across different time zones, but we stay connected through regular virtual meetings, collaborative tools, and open communication channels. If this sounds like a fit, we'd love to hear from you. Please submit your CV along with a short note about your relevant experience and why you're interested in the role. Our hiring process typically involves an initial screening call, followed by one or two interviews with members of the Client Support and leadership teams, and may include a short practical exercise to see how you'd handle a real inbound scenario. We aim to move quickly and keep candidates informed at every stage.