• Lead a team of Customer Service representatives, monitoring their performance to important metrics and supporting their career and personal growth. • Oversee designated activities within the department as assigned, such as monitoring critical metrics and coordinating meetings. • Collaborate with sales leadership to enhance our partnership and outcomes with wholesale accounts. • Interview, hire, and onboard new team members.

• Omnichannel Queue Management: Promptly manage, resolve, and close high-priority customer inquiries across Email, Slack channels, Live Chat, and internal helpdesk/ticketing systems. • Time-Critical Dispatch Coordination: Monitor and safeguard daily dispatch cutoffs, coordinates quick updates with warehouses/couriers, and adapt seamlessly to last-minute shipment alterations. • Strict Data Security & Integrity: Safely handle sensitive customer personal data, ensuring 100% compliance with strict corporate data protection guidelines and privacy protocols. • Platform Mastery: Swiftly navigate, learn, and log information accurately across modern helpdesk platforms, order tracking software, and supply chain tools. • Continuous System Optimization: Maintain comprehensive issue records, track client feedback patterns, and collaborate with the shift lead to improve response efficiency.

Title: Tech Support (Hybrid) Location: São Paulo, Brazil Job Description: KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans. The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages 15-years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense. Brazil positions open to candidates located in São Paulo. Job Summary The Technical Support Specialist provides world-class assistance to our global customer base. While this role provides essential support to our Portuguese-speaking customers as needed, a large majority of daily operations—including tickets, live calls, and webinars—are conducted in English. We are looking for a candidate with exceptional English fluency, a strong technical grasp, and a love for helping others. This role will be hybrid (2 days in office in São Paulo) Work Environment & Hybrid Rhythm - The Success Hub: Our flagship office is located in Vila Olímpia—the heart of São Paulo’s tech and innovation scene. The space is highly accessible via the Emerald Line (CPTM - Vila Olímpia Station) and major transit corridors. - The Schedule: 2 days in-office, 3 days remote. To maximize collaboration while keeping our physical footprint lean, we use a split schedule (Group A: Mon/Tue | Group B: Wed/Thu). You will align with your manager on your group assignment. Key Responsibilities - Manage a high volume of technical support tickets and phone calls in English and Portuguese for customers worldwide. - Host and facilitate technical webinars and product demonstrations for a global audience. - Assist customers in implementation and configuration of the KnowBe4 platform to ensure successful email delivery through various security layers, including Secure Email Gateways (SEGs) and cloud email servers (M365, Google Workspace). - Partner with global Customer Success and R&D teams to investigate, document, and resolve complex technical bugs. - Manage ticketing queue, ensuring timely resolution of reports and requests - Answer incoming calls from Technical Coordinators to address customer questions and resolve product-related issues Technical Skills & Qualifications - Language Proficiency: * English: Advanced/Fluent (Required). Must be comfortable conducting technical training and taking live calls in English. - Portuguese: Native/Near-native speaking and writing skills. - Email Infrastructure & Protocols: * Strong understanding of Email Server environments and Secure Email Gateways (SEGs). - Knowledge of email authentication protocols: SPF, DKIM, and DMARC. - Experience troubleshooting email delivery, including header analysis and whitelisting logic within an email environment. - Experience: 1+ years in a customer-facing technical support or help desk role. Experience in a SaaS environment is highly preferred. - Education: 2-year degree in a technical field or equivalent work experience. - Professional Competencies: - Excellent time management and organization skills with the ability to prioritize tasks in a fast-paced environment. - Ability to demonstrate integrity, accountability, respect, and commitment as a representative of the company. - Strong collaborative and teamwork skills. Additional Requirements - Communication: Ability to explain complex technical concepts clearly to both technical and non-technical audiences. - Application Note: Please submit your resume in English. The interview process will be conducted primarily in English. - Ability to work a hybrid schedule out of our São Paulo office located in Vila Olímpia Our Fantastic Benefits We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment. Note: An applicant assessment and background check may be part of your hiring procedure. Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law.

Title: Customer Service Mon-Fri Location: Atlanta, Georgia Department: Customer Service Remote Full Time Job Description: Music lovers keep reading! We're hiring customer service agents to support J.W. Pepper, the largest US sheet music and accessory retailer. You will help bands, choirs, and orchestras build upcoming concerts in schools, churches, and community groups. Join us and help keep our communities filled with song as you support customers who appreciate a helpful attitude and enthusiasm for music. You will support them on the phone and through email and chat. This is a remote position for those that reside in = AL, GA, ID, IA, IN, KS, LA, MI, MS, NV, NC, ND, OH, OK, PA, SC, SD, TX, TN, UT, VA, WV, WI, WY Qualifications - 1 year of previous call center or office background experience required - 1 year of customer service or customer support experience - A high school diploma or GED is preferred - Technical savvy (able to toggle between multiple browsers & systems using dual monitors) - Previous experience using Outlook, Word & Excel preferred - Knowledge of CRM systems a plus - Previous remote work from home experience a plus - Quick learner and able to work independently - Strong phone and verbal communication skills along with active listening - Must be at least 18 years of age - A background check and drug screen applicable with state and federal laws is required - Must be able to speak, read, write and understand English Responsibilities - In this role, you’ll take the lead in addressing customer questions and concerns on all products and services through communication channels such as phone, email and chat - Manage large amounts of inbound calls in a timely manner - Able to work without a script and maintain call control - Identify customers' needs, clarify information, research and provide solutions and/or alternatives - Access company and client resources provided to accurately handle the call - Identify upsell/cross-sell opportunities - Actively participate in efforts to support customer satisfaction and maintain quality - Skillfully change from one task to another without loss of efficiency or composure - Ability to multi-task using multiple system pending the clients working environment - Successfully complete all training sessions - Effectively communicate with patience and understanding to build rapport - Remain positive and professional in all customer interactions - Be available at your desk, maintaining punctuality and attendance at all scheduled times - Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas - Flexibility to cross train as requested - Maintain the utmost confidentiality and security as it pertains to Five Star Solutions policies - Perform other duties as assigned* Required Skills/Abilities - Strong phone and verbal communication skills along with active listening through multiple channels - Customer focus and adaptability to different personality types - Maintaining composure in challenging and complex situations - Ability to use technology effectively and productively independently - Regularly required to sit - Regularly required to use hands to feel, handle and control objects - Occasionally required to reach, stoop, kneel, or crouch - Occasionally required to lift and/or carry loads of up to 30 lbs - All standard vision abilities are required - All standard hearing abilities are required Equipment Provided Option - Equipment will be shipped to you. - Must have verified internet service(secure, reliable and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection.) Company will provide equipment $14 - $14 an hour - Starting pay - $14/hr plus shift differential(extra $1/hr nights & wkds) and possible increase after 90 days pending attendance and performance - Shifts between 9:00am-6:00pm (EST) ; Work Days - M-F - Paid Training - typically 3 weeks in length from 9:00am-6:00pm Mon-Fri (EST) - Status - Full Time 40 hours, Benefit eligible 1st of month after 60 days Five Star Solutions values diversity and is committed to cultivating a professional, diverse workforce by hiring the best people available and providing the best service possible to our customers. Five Star is an EOE/Veterans/Disabled/LGBT employer and participates in the E-verify program.