Support Specialist - Brazil | Remote

About Us

360Dialog transforms WhatsApp into a high-performance marketing channel with our Performance Messaging solutions, designed to drive real, measurable results.

We combine data-driven insights with personalized, two-way conversations, helping businesses scale customer engagement, boost conversions, and automate WhatsApp communication. Our full-service approach makes it easy for businesses to unlock the potential of WhatsApp, from campaign management to messaging automation.

We're trusted by over 1,000 partners and more than 40,000 clients worldwide. As the first provider to offer full-funnel analytics and data solutions for WhatsApp, 360Dialog is leading the way in performance-driven messaging and marketing automation.

Role Overview

As a Customer Support Specialist - Brazil Region, you will be responsible for providing exceptional support to our customers across multiple channels, including tickets, chat, email, and online meetings. You will work closely with other teams to troubleshoot technical issues, particularly with the WhatsApp API, and assist clients and partners in navigating the API ecosystem. Additionally, you will collaborate with the LATAM Sales and Account Management Teams and communicate directly with Meta representatives to resolve challenges and ensure a smooth customer experience. Your role will be key in helping clients optimise their use of WhatsApp for marketing and messaging automation.

Requirements

Key Responsibilities:

• Provide support to our customers using the company channels - tickets, chat, email, and online meetings.
• Liaise with our L2 team to find solutions.
• Help troubleshoot our API and solve technical problems.
• Support our partners and clients in navigating the WhatsApp API ecosystem.
• Communicate with Meta representatives.
• Close collaboration with LATAM Sales and Account Management Teams

Key Requirements:

Your Profile

• 2-3 years in support / technical support or related roles
• Interested in moving into a more challenging support position

Hard Skills

• Experience with web dev technologies (HTML, JavaScript, CSS), APIs
• Hands-on experience with REST APIs & Webhooks
• Solid understanding of tech fundamentals and popular support tools (Slack, Atlassian JIRA, Google Workspace, Intercom or similar)
• Language skills: English (fluent / C1 ) and Portuguese (fluent / C1)

Soft Skills

• Strong customer focus (you enjoy engaging and helping customers)

• Strong troubleshooting and problem-solving skills
• Strong communication skills (ability to listen, question, clarify, empathise, understand context, use appropriate tone and language)
• Able to manage multiple tasks in a fast-paced environment

Bonus Skills

• Experience with WhatsApp Business API or Meta Graph API
• Programming skills (SQL, JavaScript, Python, React)
• Familiarity with logging and monitoring tools (eg: Grafana or similar)
• People management experience
• Additional language proficiency

Budget

The budget range for this role is €1.800/Month – €2.200/Month, depending on the candidate’s level of experience and fit with the position requirements.

Background Check Notice

By submitting your application, you acknowledge and agree that 360Dialog may conduct a background check as part of the recruitment and selection process. This may include verification of your professional experience, educational background, and other relevant information necessary to assess your suitability for the role.

About you

We highly value people who are dedicated to growing with us, who do not get paralysed by complex problems and focus on continuous improvements and achievements.

We encourage you to think critically, solve problems creatively, and choose to do what makes sense, always asking yourself what impact and value your actions and decisions have for the team and the company.

What matters to us is your independence and passionate commitment to software exploration. It's crucial that you possess the ability to manage yourself in a fully remote and global company and understand your own capabilities to work in an asynchronous way and at your optimal pace.

Benefits

What we offer:

Here's an opportunity to shape a whole new industry in Performance Messaging Solutions.

You'll be joining a team of experienced entrepreneurs who run a bootstrapped global company.

• Join a dynamic, innovative team where you'll collaborate with some of the brightest minds in tech.
• Enjoy daily opportunities to learn, grow, and push the boundaries of what's possible.
• Work from anywhere in the world with full remote flexibility.
• Receive a competitive remuneration package that reflects your skills and experience.