Customer Experience Specialist

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

📋 Description

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

• Conduct investigations across various internal systems to deliver accurate and high-quality responses.

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

• Manage scenarios involving frozen accounts, disputed transactions, application rejections, and compliance communications.

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

• Submit detailed bug reports and test new functionalities in staging environments.

• Develop and revise documentation to address process gaps.

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

⛳️ Requirements

• Impeccable written and spoken English in a professional context.

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

• Strong sense of ownership and initiative.

• An investigative approach and proficiency in root-cause analysis.

• Technical fluency with the ability to quickly learn new software.

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

• Outstanding judgment and escalation capabilities.

• Emotional resilience in challenging situations.

• A minimum of 2 years in customer support within fintech or financial services.

• Willingness to work nights and weekends during local and/or US business hours.

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

🏝️ Benefits

• Significant equity opportunities.

• Remote work with a degree of autonomy.

• No micromanagement; you will have ownership of your shifts.

• Direct access to leadership, customers, and investors.

• Collaborate with a world-class team.

• Gain learning and exposure to product launches, compliance updates, and operational challenges.

• Chance to influence support processes and contribute to team scaling.