Customer Support Executive

About RedCloud

RedCloud is leveraging AI-powered technology to break down the barriers to fair and profitable trade in emerging markets.

RedCloud's Intelligent Open Commerce Platform connects FMCG Brands, Distributors, and Local Merchants on a single, equitable marketplace, empowering them with real-world insights and data to help them make better decisions. RedCloud enables FMCG Brands to seize new opportunities in emerging markets, facilitates access to more buyers & streamlines operations for Distributors, and helps Local Merchants spend more time selling products, not searching for them.

The company comprises a highly diverse, dynamic team of driven talented people from over twenty different countries, speaking multiple languages, with a physical footprint in Africa, Europe, and Latin America.

We are looking for a proactive and detail-oriented Customer Support Executive to join our growing team in Brazil. This junior-level role is ideal for someone with strong communication skills, a customer-first mindset, and prior experience using HubSpot. You will be responsible for managing inbound and outbound interactions with retailers and distributors, ensuring a smooth post-sale experience, supporting lead qualification, and driving engagement on our platform, Red101.

Responsibilities:

Lead Qualification & Management

• Qualify inbound leads based on defined criteria (location, business type, categories).
• Conduct outbound calls to assess potential and gather additional information.
• Ensure accurate lead tagging and updates in HubSpot CRM.

Order & Delivery Support

• Act as a liaison between retailers and distributors to ensure timely order fulfillments.
• Call all retailers with order status marked as "Shipped" to confirm delivery, including line-by-line order verification.
• Proactively escalate undelivered or problematic orders for fast resolution.

Customer Retention & Re-engagement

• Perform outbound calls to retailers flagged as at-risk or dormant.
• Share current promotions and encourage reactivation through win-back campaigns.
• Capture Voice of Customer (VOC) insights and log churn reasons in HubSpot.
• Educate customers on how to use the Red101 App and available features.
• Confirm Field Agent (FA) responsible for registration and validate/update contact and address details.

KYC & Data Verification

• Review and verify KYC submissions to ensure accuracy and compliance.
• Follow up with customers on incorrect or incomplete submissions for resubmission.

Customer Communication & Support

• Respond to inbound messages via Email and WhatsApp, managing tickets through HubSpot.
• Participate in outbound messaging campaigns (SMS, WhatsApp, Email) to share updates and drive engagement.

Requirements:

• 1–2 years of experience in customer support or inside sales, preferably in the tech, FMCG, or e-commerce sector.
• Hands-on experience with HubSpot or similar CRM tools.
• Strong communication and interpersonal skills (phone and written).
• Intermediate to advanced English – able to read, write, and participate in conversations with global teams.
• Organised, detail-oriented, and customer-obsessed.
• Ability to work independently and as part of a collaborative, fast-paced team.
• Comfortable making outbound calls and solving problems proactively.

Nice to Have

• Familiarity with retail or distribution businesses in Brazil.
• Experience supporting mobile app users or digital onboarding processes.

Check out the links below to see what our CEO Justin Floyd has to say about our plans for growth for the year ahead, and to see our latest video on the mission we’re on!

RedCloud I We're growing!

RedCloud I Red101 App I Open Commerce