Customer Support Specialist – Fintech

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

📋 Description

• Address customer inquiries via chat, email, and in-app support channels.

• Assist users with issues related to: Cards and transactions, Account access, Fraud concerns, and Payment-related questions.

• Provide professional, empathetic, and solution-focused customer support.

• Uphold a high standard of written communication in all interactions.

• Collaborate with AI support agents and utilize automated workflows.

• Manage escalated cases that require human intervention.

• Contribute to the enhancement of AI-generated responses and support processes over time.

• Identify recurring customer issues and recommend workflow enhancements.

• Assist with inquiries related to fraud and transaction investigations.

• Support chargeback and payment-related processes as needed.

• Appropriately escalate complex operational or risk-related issues.

• Ensure accurate support documentation and case notes are maintained.

• Work with operations, product, and engineering teams to enhance the customer experience.

• Help facilitate scalable support processes as the company expands internationally.

⛳️ Requirements

• Proficient communication skills in English or Spanish (bilingualism is a significant advantage).

• Over 2 years of experience in customer support roles.

• Previous experience in fintech, payments, banking, SaaS, or consumer technology environments is highly preferred.

• Practical experience with support platforms such as: Intercom, Zendesk, Front, or Help Scout.

• Excellent written communication skills, with the ability to convey information clearly, concisely, and professionally.

• Ability to work independently in a fully remote setting.

• Strong problem-solving skills and the ability to multitask effectively.

🏝️ Benefits

• Opportunity to work in a dynamic fintech environment.

• Exposure to AI-driven customer support operations.

• Be part of a collaborative and fast-paced remote team.

• High-impact role offering opportunities for growth and ownership of processes.

• Utilize modern support tools and engage with evolving technologies.