Customer Support Specialist (Fintech)

TL;DR

Customer Support Specialist (Fintech): Handling and resolving B2C customer queries for a global money transfer platform with an accent on SLA compliance and process improvement. Focus on resolving complex user issues, collaborating with internal teams for investigations, and enhancing the overall customer experience.

Location: Must be based in the Philippines (Temporarily Remote)

Company

A global fintech company transforming how people and businesses move money around the world.

What you will do

• Handle and resolve B2C customer queries efficiently within established SLAs.
• Collaborate and liaise with internal teams to investigate and find resolutions for complex issues.
• Develop deep subject matter expertise in B2C products, systems, and internal processes.
• Identify trending issues and escalate concerns to drive systemic improvements.
• Review current processes and templates to suggest enhancements for better customer self-service.

Requirements

• Experience working in a customer support environment, preferably B2C.
• Must be based in the Philippines.
• Strong communication, interpersonal, and decision-making skills.
• Ability to work in a pressurized environment with varying deadlines and priorities.
• Analytical mindset to identify trends and take corrective actions.
• Ability to work both independently and as part of a team.

Nice to have

• Knowledge of general operations within financial services or FinTech.
• Previous experience working in a FinTech company.
• Working knowledge of Zendesk or similar CRM tools.
• Understanding or awareness of KYC and AML regulations.

Culture & Benefits

• Opportunity to make a global impact on how money is moved worldwide.
• Empowerment to take ownership of tasks and drive meaningful outcomes.
• Career growth opportunities within a fast-growing global fintech.
• Collaborative environment working with diverse and talented international colleagues.
• Culture that values action, curiosity, and continuous experimentation.