Customer Support Specialist

Responsibilities

Customer Request Handling:

• Receiving and processing incoming inquiries via phone, email, chat, or ticketing system.
• Responding to customer questions regarding products, services, procedures, and company policies.

Issue Resolution:

• Assisting customers in troubleshooting technical issues or user errors.
• Escalating complex cases to the appropriate departments (technical support, accounting, etc.).

Customer Documentation Management:

• Logging customer requests and solutions in the CRM or ticketing system.
• Updating customer information and status as needed.

Customer Feedback and Satisfaction:

• Collecting feedback from customers to improve service quality.
• Handling negative reviews or complaints and working to restore customer loyalty.

Customer Training:

• Providing consultations on product functionality and assisting with setup and usage.
• Conducting product demos or walkthroughs when necessary.

Collaboration with Other Departments:

• Coordinating with technical support, sales, or logistics teams to resolve customer issues.
• Sharing customer feedback to support product or service improvement.

Service Standards Compliance:

• Maintaining a high level of customer orientation and professionalism.
• Working in accordance with established SLAs (Service Level Agreements).

Requirements

Obligatory

• Spanish Native + Portuguese+ English from B2
• 1-3 years of experience in customer support or back office roles.
• Have experience in high-volume support (live chat, email, or calls)
• Have worked with trading platforms (CFDs, leverage, margin), payments or KYC inquiries.
• Strong problem-solving skills and ability to explain technical issues to non-technical users.
• Ability to multitask, prioritize, and manage time effectively in a shift-based or 24/5 environment.
• Experience in FX brokers or crypto exchanges is a must

Preferably

• Familiarity with CRM and ticketing systems (e.g. Zendesk, Intercom) is an advantage
• Background in FX or online trading is an advantage

Conditions

• Reliability: official employment from the first day, bonuses, annual employee review (salary review or bonus, feedback on work results)
• Stability: our clients are in different countries, therefore we are ready for any changes in work of any country
• Development: a lot of projects and products, which means increasing expertise in working with different technologies, or even switching to completely new ones for you within the company
• Active corporate life: we participate in thematic conferences and forums in our cool sphere of business, corporate parties in the best restaurants of the city with participation of stars, etc
• Comfort: Offices are in different countries. You can work from anywhere in the world