Job Level
Mid-LevelSenior
About the role
- Respond promptly and professionally to customer inquiries via email, chat, and phone.
- Assist customers with account setup, transactions, payments, and technical troubleshooting.
- Guide customers through KYC/AML verification processes in line with regulatory requirements.
- Escalate complex cases to the appropriate departments (e.g., Compliance, Risk, Product).
- Document and track customer interactions using our CRM system.
- Provide feedback to the Product team on recurring customer issues to improve user experience.
- Contribute to building and updating internal knowledge bases and FAQs.
- Ensure compliance with data protection, security, and regulatory standards.
- Collaborate closely with Compliance, Operations, and Product teams to resolve issues quickly while maintaining professionalism and accuracy.
Requirements
- Proven experience in Customer Support, preferably in fintech, banking, or a regulated industry.
- Familiarity with financial services, payments, or crypto products is a strong plus.
- Ability to build rapport and collaborate with others within the company and externally.
- Strong problem-solving and analytical skills.
- Fluency in Spanish and English is required.
- Proven ability to quickly learn a new technology product.
- Strong ‘get things done’ approach.