Aurora Group

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.

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 Account Management team to better support our growing client base across the Americas, including our Portuguese-speaking clients in Brazil and our wider US client base. This role is the day-to-day point of contact for our clients once they've onboarded, keeping their operations running smoothly across our platform and ad account infrastructure. You'll work closely with our Business Development, Client Support, and Operations teams to make sure every client gets the responsiveness and technical know-how they need to keep scaling. If you enjoy solving problems quickly, juggling multiple clients at once, and becoming the go-to person your clients rely on, this role is for you. Tasks - Respond to all client inquiries in a timely and professional manner over live chat and client channels - Triage and prioritise a high volume of incoming tickets and requests throughout the day - Monitor and follow up on ad account requests that require attention - Resolve open tickets across account requests, billing, deposits, resource provisioning, and other operational matters - Review account requests and provide clear feedback when adjustments are needed before submission - Coordinate the delivery of account resources and credentials to clients so they can get up and running quickly - Onboard new clients and guide them through our platform, processes, and best practices - Cover and manage tickets from clients across different time zones during US hours - Provide ongoing support to clients to ensure their campaigns and operations run smoothly - Spot opportunities to expand the relationship (new products, additional spend capacity, referrals) and flag them to the Business Development team - Feed insights back to the team on recurring client issues, platform friction, and improvement opportunities 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 account management, technical support, customer success, or client operations - Native or fluent Portuguese and near-perfect English, both written and spoken - Technically capable: comfortable navigating SaaS platforms, troubleshooting issues, and explaining technical concepts to clients in plain language - Strong organizational and time management skills, with clear prioritization across a high volume of concurrent tickets - Problem-solving mindset, with the ability to resolve client issues quickly and effectively using available tools and internal knowledge - Proactive approach: able to work through ambiguity, find answers independently, and improve processes as you go - Strong written communication, as the majority of your client conversations will happen over live chat - Self-directed and comfortable working remotely in US hours - Detail-oriented, reliable, and genuinely enjoys building long-term client relationships Preferred Requirements - Experience in account management at an ad tech company, affiliate network, or similar performance marketing business - Operations or client-facing experience at a media buying agency - Technical customer success or support experience at a SaaS product, with a track record of handling complex accounts - Technical account management experience at a fintech, payments, or card issuing provider - Working knowledge of advertising accounts (Meta, Google, TikTok, native networks) and the typical issues that arise around them - Experience managing client relationships in a distributed, multi-timezone team - 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 Account Management and leadership teams, and may include a short practical exercise to see how you'd approach a real client scenario. We aim to move quickly and keep candidates informed at every stage.

Role Description We're expanding our Business Development team to better support our growing client base across the Americas, including our Portuguese-speaking clients in Brazil and our wider US client base. This role sits at the centre of our commercial engine, owning the full client relationship from first inbound message through long-term account growth. You'll work closely with our Client Support Advisors (who handle inbound chats) to convert warm leads into clients, and with operations to make sure every client is set up for success. If you thrive on turning conversations into revenue, building long-term client relationships, and growing your own network within a fast-moving industry, this role is for you. - Convert warm inbound leads (allocated to you by our Client Support Advisors) into clients, handling the full commercial cycle from qualification to close. - Adapt your approach to different client profiles, from solo affiliates just starting out, to established media buying operations, to brands new to paid acquisition. - Own the commercial side of ongoing client relationships, tracking revenue, minimising drop-off, and surfacing referral and expansion opportunities. - Cover inbound leads across North and South America during US hours, serving both English-speaking and Portuguese-speaking clients. - Build and grow your own network within the performance marketing community across the Americas. - Progress into outbound business development over time, leveraging the network and industry knowledge you build in the role to open new opportunities. - Collaborate closely with our existing clients and partners to circulate opportunities and strengthen Aurora's presence in the region. - Feed insights back to the team on client needs, competitor activity, and market trends. Qualifications - 2+ years of experience in business development, sales, or account management, with a track record of closing warm inbound or relationship-led deals. - Native or fluent Portuguese and near-perfect English, both written and spoken. - Strong written communication, as the majority of your client conversations will happen over chat and email. - Ability to quickly read a lead and adapt your approach, with no spammy templates and no unnecessary back-and-forth when a client is ready to move. - Comfortable handling objections and proposing solutions, even on topics that are new to you. - Likeable, commercially minded, and proactive, the kind of person clients want to keep working with and refer others to. - Self-directed and comfortable working remotely in US hours. - Entrepreneurial mindset, ideally with a history of side projects, independent ventures, or building something of your own alongside full-time work. Requirements - Business development or sales experience at a payments or card issuing provider, with an existing book of contacts that overlaps with online advertisers and media buyers. - Prior dropshipping or e-commerce experience, with existing connections to online sellers. - Based in Brazil, with an existing network in the local affiliate marketing, media buying, or e-commerce community. - Experience selling to or working with media buyers, affiliates, or e-commerce operators. - Background at an affiliate network, CPA network, tracking or attribution platform, proxy provider, or similar tooling used by performance marketers. - Background in affiliate marketing, ad tech, fintech, performance marketing, SaaS, or another fast-moving startup environment. - Additional languages (Spanish especially useful for broader Americas coverage). - Experience working across timezones with a distributed team. Benefits - Remote-First 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.

Role Description We're expanding our Account Management team to better support our growing client base across the Americas, including our Portuguese-speaking clients in Brazil and our wider US client base. This role is the day-to-day point of contact for our clients once they've onboarded, keeping their operations running smoothly across our platform and ad account infrastructure. You'll work closely with our Business Development, Client Support, and Operations teams to make sure every client gets the responsiveness and technical know-how they need to keep scaling. If you enjoy solving problems quickly, juggling multiple clients at once, and becoming the go-to person your clients rely on, this role is for you. - Respond to all client inquiries in a timely and professional manner over live chat and client channels - Triage and prioritise a high volume of incoming tickets and requests throughout the day - Monitor and follow up on ad account requests that require attention - Resolve open tickets across account requests, billing, deposits, resource provisioning, and other operational matters - Review account requests and provide clear feedback when adjustments are needed before submission - Coordinate the delivery of account resources and credentials to clients so they can get up and running quickly - Onboard new clients and guide them through our platform, processes, and best practices - Cover and manage tickets from clients across different time zones during US hours - Provide ongoing support to clients to ensure their campaigns and operations run smoothly - Spot opportunities to expand the relationship (new products, additional spend capacity, referrals) and flag them to the Business Development team - Feed insights back to the team on recurring client issues, platform friction, and improvement opportunities Qualifications - Based in Brazil - 2+ years of experience in account management, technical support, customer success, or client operations - Native or fluent Portuguese and near-perfect English, both written and spoken - Technically capable: comfortable navigating SaaS platforms, troubleshooting issues, and explaining technical concepts to clients in plain language - Strong organizational and time management skills, with clear prioritization across a high volume of concurrent tickets - Problem-solving mindset, with the ability to resolve client issues quickly and effectively using available tools and internal knowledge - Proactive approach: able to work through ambiguity, find answers independently, and improve processes as you go - Strong written communication, as the majority of your client conversations will happen over live chat - Self-directed and comfortable working remotely in US hours - Detail-oriented, reliable, and genuinely enjoys building long-term client relationships Requirements - Experience in account management at an ad tech company, affiliate network, or similar performance marketing business - Operations or client-facing experience at a media buying agency - Technical customer success or support experience at a SaaS product, with a track record of handling complex accounts - Technical account management experience at a fintech, payments, or card issuing provider - Working knowledge of advertising accounts (Meta, Google, TikTok, native networks) and the typical issues that arise around them - Experience managing client relationships in a distributed, multi-timezone team - Additional languages, Spanish especially useful for broader Americas coverage Benefits - Remote-First at Aurora - Fully remote team with talented members working across the globe - Flexibility while fostering a highly collaborative environment - Regular virtual meetings, collaborative tools, and open communication channels

Role Description 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 Qualifications - 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 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 - Fully remote team with talented members working across the globe - Flexible work environment while fostering a highly collaborative atmosphere - Regular virtual meetings, collaborative tools, and open communication channels

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 Business Development team to better support our growing client base across the Americas, including our Portuguese-speaking clients in Brazil and our wider US client base. This role sits at the centre of our commercial engine, owning the full client relationship from first inbound message through long-term account growth. You'll work closely with our Client Support Advisors (who handle inbound chats) to convert warm leads into clients, and with operations to make sure every client is set up for success. If you thrive on turning conversations into revenue, building long-term client relationships, and growing your own network within a fast-moving industry, this role is for you. Tasks - Convert warm inbound leads (allocated to you by our Client Support Advisors) into clients, handling the full commercial cycle from qualification to close - Adapt your approach to different client profiles, from solo affiliates just starting out, to established media buying operations, to brands new to paid acquisition - Own the commercial side of ongoing client relationships, tracking revenue, minimising drop-off, and surfacing referral and expansion opportunities - Cover inbound leads across North and South America during US hours, serving both English-speaking and Portuguese-speaking clients - Build and grow your own network within the performance marketing community across the Americas - Progress into outbound business development over time, leveraging the network and industry knowledge you build in the role to open new opportunities - Collaborate closely with our existing clients and partners to circulate opportunities and strengthen Aurora's presence in the region - Feed insights back to the team on client needs, competitor activity, and market trends 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. Meeting any of the preferred qualifications is a bonus. Minimum Requirements - 2+ years of experience in business development, sales, or account management, with a track record of closing warm inbound or relationship-led deals - Native or fluent Portuguese and near-perfect English, both written and spoken - Strong written communication, as the majority of your client conversations will happen over chat and email - Ability to quickly read a lead and adapt your approach, with no spammy templates and no unnecessary back-and-forth when a client is ready to move - Comfortable handling objections and proposing solutions, even on topics that are new to you - Likeable, commercially minded, and proactive, the kind of person clients want to keep working with and refer others to - Self-directed and comfortable working remotely in US hours - Entrepreneurial mindset, ideally with a history of side projects, independent ventures, or building something of your own alongside full-time work Preferred Requirements - Business development or sales experience at a payments or card issuing provider, with an existing book of contacts that overlaps with online advertisers and media buyers - Prior dropshipping or e-commerce experience, with existing connections to online sellers - Based in Brazil, with an existing network in the local affiliate marketing, media buying, or e-commerce community - Experience selling to or working with media buyers, affiliates, or e-commerce operators - Background at an affiliate network, CPA network, tracking or attribution platform, proxy provider, or similar tooling used by performance marketers - Background in affiliate marketing, ad tech, fintech, performance marketing, SaaS, or another fast-moving startup environment - Additional languages (Spanish especially useful for broader Americas coverage) - Experience working across timezones with a distributed team 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 Business Development and leadership teams, and may include a short practical exercise to see how you'd approach a real client scenario. We aim to move quickly and keep candidates informed at every stage.