Role and mission:
Customer Support Agent: The frontline advocate for the company's users – delivering empathetic, timely, and accurate solutions to build trust and empower our users.
Key responsibilities include:
Provide timely and excellent support via chat, email (and in the future: phone channels)
Troubleshoot user issues related to transactions, accounts, and app features
Explain complex financial and technical concepts in simple, accessible language to users
Collaborate with internal teams (Payments/Cards, Social Media, Compliance, Product/Engineering, Operations) to resolve complex cases
Adapt quickly to new product features and processes in a fast-paced environment
Meet and exceed KPIs to contribute to overall team success
Hiring locations:
The role is hybrid with an in-person component approx 3-4 days a week at most. Our offices in the 3 cities are located as follows:
Buenos Aires, Argentina
São Paulo, Brazil
Bogotá, Colombia
Languages:
For candidates in Bogotá and Buenos Aires, the requirement is native/fluent in Spanish and B2+ English
For candidates in São Paulo, native/fluent in Portuguese and B2+ English
Work experience:
The ideal candidate has between 1.5 and 3 years of experience in Customer support. Ideally, they have been with their most recent employer for at least 10-12 months
Not a strict criteria, fine if there is more experience but may also be a red flag
Would not go below 1 year
Put priority on candidates with Fintech experience, as they’d ramp up faster; however also not a hard filter, we are open to hiring smart people outside of Fintech too, but have a strong preference to exhaust the Fintech pipeline first
Key skills and competencies:
Customer-centric mindset and empathy
Problem solving and taking initiative, going the extra mile
Clear communication and collaboration; team player
Adaptability and change management
Ownership and self-motivation; eager to win and to grow themselves
KPI awareness and performance focus
Target companies we like (not limited to these of course):
Other fintechs in the region: MercadoPago, Nubank, Wise, Bitso, AstroPay, Revolut
BPOs: Teleperformance, TaskUs, Concentrix — especially people who have worked on Fintech accounts in these BPOs
Tech companies: MercadoLibre, Rappi, Gympass/Wellhub, Auth0/Okta, Cornershop/Uber, Spotify, Stripe, Shopify, Apple, Dell, Intel, JP Morgan, Google, Amazon, Meta (Facebook), Netflix, Airbnb, TikTok/ByteDance
Availability:
We are looking for candidates which are as flexible as possible; however, would not disqualify candidates who can only work e.g. Mon-Fri during regular business hours, as we have a need for more of that too
Good as part of the application or first round interview to gather their full availability
Over time, we want to switch to 24/7 support (currently we have a 6h gap between midnight and 6am Argentina/Brazil time), so ideally we have some people in the funnel willing to do night shifts
Automatically filter candidates out if they:
Are studying – we’d like people whose main focus is work
Are not living in one of the 3 cities we hire in
Are not willing to come in office
Do not speak English at all