About this role.
Palmstreet is hiring a remote, Brazil-based Customer Support Representative to assist users of its live-shopping marketplace across mobile and desktop channels. The contractor will respond to inquiries, resolve issues courteously and efficiently, document cases, identify trends and possible bugs, and improve support SOPs. Candidates need two to three years of customer service experience, strong written American English, technical confidence with mobile apps, and the ability to manage multiple cases. The role supports shifts generally scheduled between 8 AM and 8 PM ET, including either Saturday or Sunday.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I first assess urgency, customer impact, and whether any issue prevents a user from completing a key action. I acknowledge each request promptly, resolve urgent blockers first, and keep customers informed if investigation is needed.
I would respond calmly, acknowledge the inconvenience, gather the necessary details such as device, app version, screenshots, and steps to reproduce, then provide applicable troubleshooting. If escalation is required, I would document the case clearly and follow through until the user receives an update or resolution.
I track recurring questions and friction points, categorize the underlying causes, and review patterns with the team. I then propose clear SOP updates, macros, or knowledge-base content that reduce repeat contacts and make responses more consistent.
Effective support writing is clear, respectful, accurate, and tailored to the customer's situation. I use simple language, provide actionable next steps, avoid jargon, and confirm what will happen next so the customer feels informed.
I would look for repeated reports with similar symptoms, capture exact reproduction steps and relevant account or device details, and distinguish the issue from expected product behavior. I would submit a concise report describing impact, frequency, evidence, and any workaround so the product or technical team can investigate efficiently.
About Palmstreet:
Palmsteet is a community-obsessed live shopping platform connecting over 2 million passionate collectors and sellers. Starting with plants in 2020, we’ve evolved to include handmade crafts, collectible toys, and unique finds from talented sellers worldwide.
Backed by top Silicon Valley VCs (a16z, Craft Ventures, Headline), we’re building the ‘World’s Online Main Street’—bringing authentic personal connections and the thrill of discovering one-of-a-kind treasures to social online experiences.
With explosive growth over the past 24 months, we’re scaling rapidly and looking for exceptional talent to join us in shaping the future of social commerce.
The Opportunity:
Palmstreet is looking for a Customer Support Representative who thrives in a fast-paced environment, has excellent customer service skills and has a strong desire to provide top-tier service!
This is an exciting opportunity to build relationships with Palmstreet users by assisting them with their needs, reinforcing our community standards and promoting Palmstreet as the top live-selling app in the marketplace!
The right candidate must be based in Brazil.
Responsibilities:
Respond to user inquiries on our mobile app and desktop.
Thoughtfully and courteously respond to all questions and issues in a timely and efficient manner.
Track and record issues and data to inform the company of problems and requests for improvements.
Contribute to the SOPs to enhance overall team efficiency.
Collect, organize and summarize various customer cases to identify trends and potential system bugs.
Ensure customer issues are resolved promptly through high-quality service.
Continuously learn and adapt to new knowledge so you can provide the highest level of service.
Perform other duties as assigned.
Qualifications:
Reliable computer, smart phone and reliable high-speed internet connection.
Excellent American English reading and writing skills.
2-3 years of customer service experience and able to handle multiple customer issues simultaneously.
Team player who works well with others
Courteous and detailed written communication skills.
Strong learning ability and initiative.
Excellent technical skills – phone app technical skills are vital in this role.
Native English speaking, writing and listening skills.
Experience working in e-commerce platforms.
Practical experience in summarizing and optimizing SOPs.
Time spent living in the US preferred.
An interest in plants and/or crafts.
This position is fully remote, and candidate must be based in Brazil.
Compensation:
The hourly compensation range for this role is $8-$10/hr USD
Shifts will vary, but will generally fall between 8AM-8PM ET, and will include a Saturday or a Sunday.
Why Join Us?
Join a fast-paced startup culture where creativity and curiosity are valued.
Collaborate with a passionate, nimble team and work directly with sellers of unique products.
Be part of an exciting evolution in commerce, while helping shape what live shopping becomes next.
Our Commitment to Diversity and Inclusion
Palmstreet is proud to be an equal opportunity employer. We celebrate diversity and encourage applications from everyone—especially those whose identities are traditionally underrepresented in tech. We do not discriminate on race, religion, color, gender expression or identity, sexual orientation, ancestry, national origin, citizenship, age, marital status, veteran status, disability status, political belief, or any other characteristic protected by law.
For roles in Canada, we also comply with the Employment Equity Act.
Application Process
We’re excited to review your application! If your experience aligns with what we’re looking for, our hiring team will reach out to schedule an initial screening call and walk you through the next steps of our interview process.
While we try our best to respond to everyone, the high volume of applications may mean we’re unable to provide individual updates if we decide not to move forward.
To stay connected and explore future opportunities, follow us on LinkedIn or visit us at https://palmstreet.app/careers.
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