I am looking for a role that values collaboration and offers growth opportunities in Customer Success/Support.
Open to opportunities
Samuel Gomes Silva
@samuelgomessilva
Bilingual Customer Success Analyst · B2B SaaS · English C2
BrazilWhat I'm looking for
Bilingual Customer Success Specialist (English C2 / Portuguese Native) with 2+ years in B2C and B2B environments. Previously served the North American market for EssilorLuxottica's premium brands (Ray-Ban, Oakley), handling 50-80 daily interactions with HIPAA compliance. Currently supporting enterprise clients on upMiner, a B2B SaaS data intelligence platform, ensuring LGPD-compliant communications. Pursuing a Bachelor's in Psychology with focus on customer experience and human behavior. Remote-first since day one.
Experience
Work history, roles, and key accomplishments
Current
Customer Success Analyst
upLexis
Feb 2026 - Present (7 months)
Customer Success Analyst supporting upMiner, a B2B SaaS platform for data intelligence and mining. Deliver technical support via chat (HubSpot) and ticketing systems, troubleshooting platform errors, resolving access issues, and guiding clients through feature adoption. Handle complex data inquiries involving legal proceedings, corporate records, and background checks.
Supported North American customers across Ray-Ban, Oakley, and Meta smart eyewear product lines in English. Handled 50–80 daily interactions via phone, email, and chat, covering orders, warranties, returns, RX prescriptions, and insurance inquiries and consistently met performance KPIs (NPS, FCR, AHT).
Education
Degrees, certifications, and relevant coursework
FA
Faculdade de Americana
Bachelor in Psychology, Psychology
2025 -
Currently pursuing a Bachelor's degree in Psychology at Faculdade de Americana. Expected to graduate in December 2029.
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
BrazilAuthorized to work in
Salary expectations
20k-36k USD
Social media
Job categories
Customer Service RepresentativeCustomer Support ManagerCustomer Service AssociateCustomer Support AgentCustomer ServiceCustomer SuccessCustomer Success AgentCustomer Success AnalystCustomer Success AssociateCustomer Success RepresentativeCustomer Success SpecialistTechnical Support SpecialistTechnical Support Representative
Skills
Order ProcessingTroubleshootingCross Functional CollaborationECommerce PlatformsSAPBroadleafRemote WorkCustomer ExperienceLuxury Retail SupportCommunication SkillsCRMCRM SystemsCRM SoftwareCRM PlatformsCustomer SuccessCustomer Success ManagementCustomer Success MetricsRetention StrategyPhone SupportITSMHubSpotLive Chat
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