Assistente de Suporte & Operações

Summary Fozoco is a global direct-to-consumer eyewear brand - designed, shipped, and supported by us. We're growing, and we're looking for an organized, proactive person to help keep customers happy and operations tight. About the Role We're looking for an organized, communicative, and proactive person to handle customer support and help keep our day-to-day operations running smoothly. You'll be the voice customers hear from and a key part of keeping orders, returns, and internal processes on track. Responsibilities * Provide support to customers via chat, email, and WhatsApp - handling questions about products, orders, shipping, returns, exchanges, and prescriptions. * Monitor active orders - making sure they're processed, fulfilled, and delivered on time, and following up on shipping or customs issues. * Handle post-sale cases: returns, exchanges, refunds, and chargeback/dispute resolution. * Guide customers through prescription submission and order verification. * Handle administrative tasks such as data organization, spreadsheet updates, process documentation, and general team support. * Identify recurring issues and suggest improvements to support workflows and operations. * Support CRM and customer communications What We're Looking For * Clear, empathetic, and professional written communication in Portuguese (BR) * Strong organizational skills with the ability to juggle multiple tasks at once. * A proactive mindset - you don't wait for problems to come to you, you get ahead of them. * Familiarity with digital tools (Shopify, Trello, Slack, Google Workspace; WhatsApp tools a plus). * Interest in e-commerce, DTC brands, and customer experience. * Previous experience in customer support, operations, or e-commerce is a plus, but not required. What We Offer * Fully remote work with flexible hours. * Room to grow as the company scales. * A collaborative culture, free from unnecessary bureaucracy.