Customer Service Agent

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

📋 Description

• Manage incoming customer inquiries through email, chat, and phone, ensuring issues are resolved efficiently and with care.

• Identify and troubleshoot technical problems across all of our APIs.

• Keep precise records of customer interactions and resolutions within our CRM system.

• Recognize trends in customer feedback and relay recurring issues to the Product and Engineering teams to foster continuous improvement.

• Assist in the creation of help center content, FAQs, and support documentation in both Brazilian Portuguese and English.

• Regularly meet or surpass service level agreements (SLAs) regarding response times and quality of resolutions.

• Work collaboratively with cross-functional teams, including Product, Engineering, and Compliance, to address complex cases and enhance the overall customer experience.

⛳️ Requirements

• Proficient in Brazilian Portuguese (native or near-native) and possess professional proficiency in English.

• Prior experience in customer support, service, or operations, preferably within fintech, payments, or a technology setting.

• Excellent written and verbal communication skills, capable of articulating technical concepts to non-technical audiences.

• Familiarity with CRM and ticketing tools such as Zendesk or similar platforms.

• Detail-oriented with robust problem-solving abilities and the capacity to prioritize effectively in a fast-paced environment.

• A collaborative mindset, with the ability to work across different time zones with distributed, international teams.

• Experience in supporting payments, open banking, or financial services products is preferred.

• Understanding of Brazil's financial regulatory framework, including regulations from Banco Central do Brasil and PIX, is a plus.

• Professional proficiency in Spanish is an advantage for supporting broader LatAm operations.

• Experience in writing or contributing to support documentation or knowledge bases is preferred.

• Familiarity with APIs or technical integrations – a curiosity and the ability to grasp technical concepts are key here.

🏝️ Benefits

• Competitive salary and meaningful equity in the company 💰

• Benefits aligned with legal requirements for the Brazilian employment act.