Rayyan Systems Inc. Is Hiring A Customer Success Agent

Join Rayyan, an innovative AI-driven SaaS startup transforming research collaboration, and make a meaningful impact in accelerating evidence-based decision-making worldwide. 🚀

Overview

Rayyan is an AI-powered SaaS platform designed to facilitate research collaboration by providing an AI-assisted workflow that speeds up searching, extracting, and synthesizing relevant information from research studies. This tool aims to support evidence-based decision making across various fields, including medicine.

Job Description

This is a remote position. Rayyan Systems, Inc. is looking for a passionate Portuguese-speaking Customer Success Agent to join our growing team. The ideal candidate will be dedicated to empowering users, enhancing support experiences, and helping build our Customer Success foundation. Key responsibilities include onboarding new customers, managing support tickets, leading training webinars, and driving ongoing value realization — with a focus on automation and knowledge-sharing.

About Rayyan

Rayyan is a SaaS research collaboration platform that features an AI-assisted workbench, designed to expedite the process of searching, extracting, and synthesizing research information. Our goal is to improve evidence-based decision-making, including evidence-based medicine, through innovative technology.

Job Location

Headquartered in Cambridge, Massachusetts, United States, this role is fully remote.

Key Responsibilities

• Respond to customer inquiries via Zendesk in Portuguese and English
• Guide customers through onboarding journeys and ensure their success
• Prepare users for upgrades, renewals, and feature adoption milestones
• Create and maintain knowledge base articles in both Portuguese and English
• Host webinars and training sessions to enable users
• Identify and implement AI and automation tools to streamline support workflows
• Monitor customer health, engagement and proactively address challenges
• Gather user feedback and collaborate with Product and Engineering teams
• Contribute to building the Customer Success function and internal playbooks

Qualifications

• Fluency in Portuguese and English
• At least 2 years of experience in Customer Success, Support, or SaaS roles
• Experience with Zendesk or similar support platforms
• Familiarity with CRM tools (Zoho CRM is a plus)
• Ability to host and facilitate webinars or online training sessions
• Passion for customer education and lifecycle engagement
• Strong documentation and knowledge-sharing skills
• Process-oriented mindset with a drive for automation and improvements
• Team player eager to contribute to building foundational processes

Skills

• Fluency in English and Portuguese
• Experience with Zendesk and CRM systems (Zoho CRM preferred)
• Proficiency with webinar tools and Microsoft Office 365
• Ability to quickly learn new tools and AI-based support systems

Why Join Rayyan.ai? 🌟

• Work on a meaningful product that impacts global research
• Join a mission-driven, globally distributed team
• Help shape a new Customer Success function from the ground up
• Enjoy flexible working hours and fully remote work culture
• Reimbursement for health, fitness, and learning expenses

Equal Opportunity Employment Statement

Rayyan Systems is an equal opportunity employer. We do not discriminate based on race, ethnicity, religion, sex, national origin, age, veteran status, disability, genetic information, or any other protected characteristic by law.