Customer Service Agent

TrueLayer

Customer Service Agent for TrueLayer's Pay by Bank network providing support in São Paulo. Collaborating with Product, Engineering, and Compliance teams to enhance customer experience.

Posted 6/16/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Fluent in Brazilian Portuguese (native or near-native); professional proficiency in English
Previous experience in a customer support, service, or operations role, ideally within fintech, payments, or a technology environment
Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical audiences
Comfortable working with CRM and ticketing tools such as Zendesk or similar platforms
Detail-oriented with strong problem-solving skills and the ability to prioritise effectively in a fast-moving environment
A collaborative approach and the ability to work across time zones with distributed, international teams
Experience supporting payments, open banking, or financial services products (preferred)
Familiarity with Brazil's financial regulatory landscape, including Banco Central do Brasil regulations and PIX (preferred)
Professional proficiency in Spanish, an advantage for supporting wider LatAm operations (preferred)
Experience writing or contributing to support documentation or knowledge bases (preferred)
Exposure to API or technical integrations – curiosity and the ability to learn technical concepts is what matters most here (preferred)

Benefits

Comp & perks

Competitive salary and meaningful equity in the company 💰
Benefits inline with legal requirements for the Brazilian employment act

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

API troubleshootingtechnical supportcustomer supportproblem-solvingdocumentation writingtechnical integrationsservice level agreements

Soft Skills

communication skillsdetail-orientedcollaborationprioritizationadaptability