Customer Experience Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Specialist based in Brazil.

As a Customer Experience Specialist, you’ll provide premium, high-touch support to sophisticated customers navigating banking, credit, and payment products.

This is a consultative role where you’ll investigate complex issues, coordinate across teams, and deliver precise solutions rather than simply answering support tickets.

You’ll work with sensitive financial situations, including account restrictions, disputed transactions, compliance matters, and fraud-related scenarios.

The role requires strong judgment, discretion, and the ability to communicate complex financial concepts clearly to customers.

You’ll also help improve internal processes by identifying gaps, documenting solutions, testing new features, and reporting product issues.

Working remotely with significant autonomy, you’ll collaborate closely with engineering, risk, underwriting, compliance, and sales teams.

This is an opportunity to make a direct impact on customer experience while developing deep expertise in fintech operations within a fast-moving environment.

Accountabilities:

• Resolve complex customer issues across banking, credit, and payments through email, chat, and phone, conducting thorough investigations across multiple internal systems.
• Support high-value and VIP customers through multi-step processes such as document verification, account setup, and feature troubleshooting.
• Handle sensitive situations involving frozen accounts, disputed transactions, application denials, compliance communications, and potential fraud with discretion and sound judgment.
• Coordinate with engineering, underwriting, risk, compliance, and other cross-functional teams to resolve complex customer issues efficiently.
• Investigate problems to identify root causes rather than simply relaying information or providing surface-level responses.
• Create detailed bug reports and test new product features in staging environments.
• Identify process gaps and create or update internal documentation to improve operational consistency.
• Qualify high-value sales opportunities and route qualified leads to the appropriate account executives.
• Help improve customer experience processes, support workflows, and operational standards as the organization scales.
• Maintain a high level of service quality and professionalism across every customer interaction.

Requirements

• Professional-level fluency in English, both written and spoken, with the ability to explain complex fintech concepts clearly to non-technical customers.
• 2+ years of experience in fintech, financial services, or a related customer support environment, preferably within a startup or high-growth company.
• Strong investigative and analytical mindset, with the ability to research issues across multiple systems and synthesize information into clear solutions.
• Exceptional ownership and initiative, with the ability to identify broken processes, address problems independently, and document gaps when necessary.
• Strong technical aptitude and the ability to quickly learn and navigate tools such as Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets.
• Excellent judgment and discretion when handling sensitive financial, compliance, fraud, or account-related situations.
• Strong written communication skills, including the ability to produce concise internal communications and detailed technical or operational tickets.
• Emotional resilience and the ability to remain composed and professional when customers are frustrated, systems experience issues, or priorities change quickly.
• Comfortable working independently in a remote environment with a high degree of accountability.
• Availability to work nights and weekends, including schedules aligned with local and/or U.S. business hours.
• Experience with Zendesk, Salesforce, or similar CRM and customer support platforms is strongly preferred.

Benefits

• Annual compensation of $18,000-$25,000 USD.
• Fully remote work with significant autonomy.
• Opportunity to work on complex fintech products spanning banking, credit, and payments.
• Exposure to AI, underwriting, compliance, fraud prevention, and financial operations.
• High level of ownership and direct influence over customer experience and operational processes.
• Opportunity to work closely with experienced, high-performing, low-ego colleagues.
• Exposure to leadership, customers, and strategic business decisions.
• Opportunities to contribute to product launches, process improvements, and the scaling of customer operations.
• Potential for meaningful equity participation.
• Fast-paced environment offering significant professional and learning opportunities.