Customer Experience Specialist

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Manage intricate customer inquiries related to banking, credit, and payments through email, chat, and phone communications.

• Analyze issues across various internal systems and deliver accurate, clear solutions.

• Assist VIP and high-revenue clients with document verification, account setup, and troubleshooting features.

• Address frozen accounts, disputed transactions, application rejections, and compliance-related communications.

• Collaborate with engineering, underwriting, risk, and compliance teams.

• Prepare comprehensive bug reports and test new features in staging environments.

• Develop and revise documentation to address process gaps.

• Evaluate high-value sales leads and direct them to the appropriate account executives.

⛳️ Requirements

• Proficient in English, both written and spoken, at a professional level.

• Minimum of 2 years of experience in customer support within the fintech or financial services sector.

• Willingness to work nights and weekends, aligning with local and/or US business hours.

• Familiarity with Zendesk, Salesforce, or comparable CRM platforms.

• Capability to clarify complex fintech concepts to non-technical clients.

• Proficiency in navigating Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets.

• Strong investigative skills and ability to conduct root-cause analysis.

• Excellent judgment in escalating customer issues appropriately.

• Emotional resilience in managing frustrated customers, system outages, or shifting priorities.

🏝️ Benefits

• Significant equity opportunities.

• Remote work with a high degree of autonomy.

• Absence of micromanagement.

• Opportunities for professional growth through engagement with product launches, compliance updates, and operational challenges.

• Access to a world-class team environment.

• Capacity to impact customer support processes and contribute to team expansion.