• Handle inbound and outbound calls, ensuring timely, professional responses. • Manage notifications, letters, timelines, and reports for client cases. • Follow up with clients, including those in “no cooperation” status, to confirm details and move cases forward. • Schedule and confirm appointments. • Use CRM and communication tools (Camplegal, Monday, Slack, Google Workspace) to track and manage interactions. • Uphold high service standards by meeting KPIs for calls, follow-ups, and reporting.

Role Description As a Customer Service Agent, you will be the front line of communication between brands and their customers across multiple digital platforms. A key part of this role is handling high volumes of customer comments & reviews, including negative and critical feedback. You should be comfortable navigating sensitive situations, responding with empathy, and protecting the brand’s voice and reputation. This role requires someone who is proactive, resourceful, and confident working independently. You will be expected to seek out information, use available materials, and ask the right questions when needed to ensure accurate and thoughtful responses. Here’s What You Will Do: - Actively monitor and engage with customer reviews, comments, mentions (and more) across different platforms, with strong judgment, context awareness, and the right brand tone, while providing clear and helpful responses about the client’s products. - Respond to potential customers via public responses, chat, email, direct messages, and app store review sections. - Quickly identify trends or issues within customer communications (whether text, memes, or media) and stay updated on current social media and app store lingo and share them with the team. - Moderate reviews and comments on the client’s apps and platforms, ensuring content adheres to brand guidelines and policies. - Analyze user feedback to make informed decisions about moderating or escalating issues in a timely manner. - Work closely with the client to ensure their app communities are safe and align with brand values and user guidelines. - Maintain regular communication with your manager to address questions, resolve issues, and provide updates. - Address public and private customer care issues across social. - Contribute to consistent quality across shifts (tone, accuracy, decision-making). Qualifications - A High School Diploma or equivalent. - A personal PC/laptop with a working webcam. - A good working home environment with a stable internet connection. - 2+ years of experience in social care, community management, CX support, or digital customer service. - Fluent in English both written and oral. - Strong verbal communication & writing skills (friendly, clear, and socially native). - General knowledge and interest in various social media platforms. - Experience as a content moderator / engaging in all social media platforms is a plus! - The ability to work an 8-hour shift, on a rotating schedule. - Calm under pressure and confident in high-visibility comment sections. - Organized, accountable, and consistent. Requirements - Familiarity with creative or technical digital products (design, photo/video editing, productivity tools, generative AI tools). - Experience working within a CRM, or social tools such as Sprout, Sprinklr etc. - Experience supporting subscription-based or SaaS products. Benefits - 100% Remote position. - Continuous learning experience & career growth opportunities. - Offers competitive compensation based on location market rates. - A great opportunity to work with some of the world’s coolest and most innovative brands. - A welcoming environment where even your feedback and suggestions are all being taken into consideration. - Enjoy working in a diverse & global team environment - BrickBrands team members come from different backgrounds.

• Realizar reuniões estratégicas com os clientes para entender suas necessidades e desafios • Analisar métricas de satisfação e performance dos clientes, identificando oportunidades de melhoria • Desenvolver planos de ação personalizados para cada cliente, visando garantir a entrega de valor e a fidelização • Liderar a equipe de analistas de sucesso do cliente, fornecendo suporte, treinamento e orientação • Monitorar o desempenho da equipe, garantindo a qualidade do atendimento e a satisfação dos clientes • Atuar de forma proativa na prevenção de possíveis problemas e na resolução de conflitos • Colaborar com outras áreas da empresa para garantir a integração e alinhamento das ações em prol da satisfação do cliente • Participar de projetos estratégicos para o desenvolvimento e aprimoramento dos processos de sucesso do cliente • Manter-se atualizado sobre as tendências e melhores práticas do mercado de Customer Success • Contribuir para a construção de uma cultura organizacional focada no cliente e na excelência do atendimento

• Professionally answers a variety of inbound calls from customers, policyholders, insurance agents, or auto glass shops using scripted prompts. • Accurately enters claim data into our production systems while on a live phone call. • Effectively and compassionately guides customers through the process of filing a glass claim by engaging in an authentic conversation that builds rapport and focuses on each customer's specific needs. • Verifies customer insurance coverage and deductible amounts and communicates the information to the customer. • Assists customers with scheduling repair, replacement, and/or recalibration services at a Safelite location or at a non-Safelite shop while honoring the customers preference. • Utilizes systems and resources provided to enhance the overall customer experience. • Provides solutions to resolve customer complaints and concerns over the course of the call while presenting the most accurate product and service information. • Other duties assigned by leadership.