Customer Support Specialist (FX/Trading)

Location: LATAM; remote work available from anywhere in the world

Requirements

• Native Spanish, Portuguese, and English at B2 level required.
• 1–3 years of experience in customer support or back-office roles.
• Experience handling high-volume support through live chat, email, or phone.
• Experience with trading platforms, including CFDs, leverage, and margin, as well as payments or KYC inquiries.
• Experience in FX brokers or crypto exchanges is required.
• Ability to troubleshoot issues, explain technical topics to non-technical users, multitask, and work in a shift-based 24/5 environment.

Nice to have

• Experience with CRM and ticketing systems such as Zendesk or Intercom.
• Background in FX or online trading.

What you will do

• Receive and process customer inquiries through phone, email, chat, and ticketing systems.
• Answer questions about products, services, procedures, and company policies.
• Troubleshoot technical issues and user errors, escalating complex cases to technical support, accounting, and other departments.
• Record requests, solutions, customer information, and case statuses in CRM or ticketing systems.
• Provide product consultations, setup assistance, demos, and walkthroughs.
• Collect customer feedback, handle complaints, and maintain service quality in line with SLAs.

Culture & Benefits

• Official employment from the first day.
• Bonuses and an annual performance review with potential salary review or bonus.
• Opportunities to work across multiple projects and products and develop expertise with different technologies.
• Participation in industry conferences, forums, and corporate events.
• Remote work from anywhere in the world, with offices in different countries.