Customer Support Specialist (with proficiency in Spanish)

Location: Remote - Latin America / UTC-3 aligned
Preferred locations: Argentina, Brazil, Uruguay; however, we are open to candidates based elsewhere in Latin America or in nearby time zones who are comfortable working UTC-3 aligned hours.

We’re looking for a Customer Support Specialist to join Altery’s Customer Operations team and support our growing base of personal and business customers.

You’ll be the first point of contact for customers using Altery’s financial products and will help them navigate account, payment, onboarding and product-related questions. Most communication happens in writing across chat, email and other digital channels, so we’re looking for someone who can communicate clearly, think through a problem and take ownership of a customer case through to resolution.

You don’t need necessary to come from fintech, we’ll help you learn the product and processes. What matters more is strong customer support experience, sound judgement and a genuine willingness to help.

• Previous experience in customer support, customer service or a similar customer-facing role.
• Strong written and spoken Spanish and English  languages.
• Clear and empathetic written communication and the ability to adapt your communication to different customers and situations.
• Strong problem-solving skills and the ability to investigate an issue logically before deciding on the next step.
• A strong sense of ownership, you’re comfortable following a case through, involving other teams when needed and making sure it keeps moving.
• Ability to work confidently across multiple systems and handle several customer conversations or tasks at the same time.
• Comfortable working in a structured environment with response-time and quality standards.
• Experience in fintech, payments, banking or another regulated environment is an advantage, but not essential.

• Support personal and business customers across chat, email and other digital communication channels.
• Investigate and resolve customer questions related to accounts, payments, onboarding and use of Altery products.
• Take ownership of customer cases and follow them through to resolution rather than simply passing them on.
• Work across multiple internal systems to investigate issues and find the information needed to support customers.
• Identify cases that require additional expertise and collaborate with Technical Support, Financial Operations, Onboarding and Financial Crime teams to resolve them.
• Keep customers informed while an issue is being investigated and set clear expectations on next steps and timelines.
• Maintain accurate records of customer interactions and case resolutions.
• Contribute to internal knowledge, procedures and improvements based on recurring customer questions and issues.
• Follow internal procedures and service standards while providing clear, thoughtful and empathetic customer support.

• Team and our Product: We are team players and we are passionate about our product and understand what we aim to achieve and the impact it will make.
• Growth Opportunities: You can Influence and shape our story while advancing your career.
• Flexibility: We always listen to our people and can be flexible with arrangements.
• Hybrid or Remote Working: We don't expect you to be in the office every day.
• Local Market Perks: Enjoy insurance coverage, local perks, and beautiful offices.