Actively monitor and engage with customer reviews, comments, mentions, and other interactions across various platforms, applying strong judgment, context awareness, and the appropriate brand tone while providing clear, helpful responses about the client’s products.
Respond to potential customers via public replies, chat, email, direct messages, and app store review sections.
Quickly identify trends or issues within customer communications (including text, memes, or media), stay current with social media and app store terminology, and share relevant insights with the team.
Moderate reviews and comments on the client’s apps and platforms, ensuring content complies with brand guidelines and policies.
Analyze user feedback to inform moderation decisions or escalate issues in a timely manner.
Collaborate closely with the client to ensure app communities are safe and aligned 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 channels.
Contribute to consistent quality across shifts (tone, accuracy, and decision-making).

High school diploma or equivalent
Personal PC or laptop with a working webcam
Quiet, workable 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 spoken
Strong verbal communication and writing skills (friendly, clear, and socially native)
General knowledge of and interest in various social media platforms
Experience as a content moderator or engaging across social media platforms is a plus
Ability to work an 8-hour shift on a rotating schedule
Able to remain calm under pressure and confident in high-visibility comment sections
Organized, accountable, and consistent

100% remote position
Continuous learning and career growth opportunities
Competitive compensation based on local market rates
Opportunity to work with some of the world’s most innovative brands
Inclusive environment where feedback and suggestions are valued
Work in a diverse, global team—BrickBrands team members come from varied backgrounds

Customer Service Agent, Portuguese

Key skills