TrueLayer

Customer Support

• Handle inbound customer enquiries via email, chat, and phone, resolving issues efficiently and with care
• Diagnose and troubleshoot technical issues, across all of our APIs
• Maintain accurate records of customer interactions and resolutions in our CRM system
• Identify patterns in customer feedback and communicate recurring issues to Product and Engineering teams to drive continuous improvement
• Contribute to the development of help centre content, FAQs, and support documentation in both Brazilian Portuguese and English
• Consistently meet or exceed service level agreements (SLAs) for response time and resolution quality
• Collaborate with cross-functional teams including Product, Engineering, and Compliance to resolve complex cases and improve the end-to-end customer journey

Customer Service Agent