Customer Service Agent (Fintech)

TL;DR

Customer Service Agent (Fintech): Providing prompt and empathetic support to consumers via email, live chat, and phone with an accent on troubleshooting complex inquiries and improving product experience. Focus on solving user problems, collaborating with Product and Development teams, and upholding high quality standards.

Location: Remote (Must work from Bogotá, Colombia; cannot work outside of the country)

Company

A fintech company revolutionizing the shopping experience through interest-free installment plans and innovative retail tech.

What you will do

• Provide prompt, detailed, and empathetic support to consumers via email, live chat, and phone.
• Resolve basic to complex inquiries and troubleshoot technical issues related to the product.
• Collect user feedback and provide valuable insights to the Product and Development teams.
• Act as a customer advocate by reporting and identifying areas for improvement in products and processes.
• Collaborate with the customer support team to maintain a network of trust and high service standards.

Requirements

• Fluent in written and spoken English, French, and Spanish.
• Must be based in Bogotá, Colombia.
• 3+ years of customer support experience, preferably within a software environment.
• Proven ability to manage multiple tasks and resolve complex issues via phone, email, and chat.
• Bachelor’s degree or an equivalent combination of education and experience.

Nice to have

• Experience with Zendesk, LiveAgent, or Jira.

Culture & Benefits

• Performance bonus ranging from 15% to 25% of the monthly salary.
• Benefits package including Medicina Prepagada and gym membership.
• 20 vacation days per year.
• Remote work-from-home arrangement.
• A high-performance culture that values ownership, speed, and results.