Customer Support Specialist – Fintech

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

📋 Description

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

• Aid users with concerns related to: Cards and transactions, Account access, Fraud issues, Payment inquiries.

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

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

• Collaborate with AI support agents and automated workflows.

• Manage escalated cases that necessitate human intervention.

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

• Recognize recurring customer issues and propose improvements to workflows.

• Assist with inquiries related to fraud and transaction investigations.

• Support chargeback and payment processes as needed.

• Appropriately escalate complex operational or risk-related matters.

• Keep accurate support documentation and case notes.

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

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

⛳️ Requirements

• Proficiency in English or Spanish communication skills (bilingual proficiency is highly advantageous).

• Over 2 years of experience in customer support.

• Prior experience in fintech, payments, banking, SaaS, or consumer technology settings is strongly preferred.

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

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

• Comfortable working autonomously in a fully remote setting.

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

• Nice to Have: Experience with AI-powered customer support systems or automation tools, Familiarity with fraud investigations, chargebacks, or payments operations, Experience in supporting global or international users, Interest or experience in fintech, crypto, stablecoins, or digital payments.

🏝️ Benefits

• Opportunity to work in a dynamic and innovative environment.

• Flexible remote working arrangements.

• Competitive salary and performance-based bonuses.

• Professional development opportunities and career growth.

• Comprehensive benefits package including health, dental, and retirement plans.