Customer Experience Agent
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Job Description
Customer Experience Agent delivering support via WhatsApp and email for a fintech company. Handling complex scenarios and collaborating with automation teams to enhance CX operations.
Responsibilities:
- Deliver fast, accurate, and empathetic support via WhatsApp, email, and internal workflows.
- Handle complex user scenarios including financial disputes, exception cases, and ambiguous product issues.
- Analyze tickets to detect root causes, identify patterns, and raise quality tickets to Product or Engineering.
- Use internal tools and dashboards to query user data, assess trends, or confirm behaviors.
- Collaborate with the automation team to improve flows by providing structured feedback or tagging errors.
- Support operational processes such as claims, identity checks, transaction investigations, and escalations.
Requirements:
- 2-4 years experience in customer support or fintech/marketplace environments.
- Fluent in Spanish and comfortable reading and writing in English.
- Familiarity with dashboards or ticketing tagging systems (bonus).
- Experience in high-concurrency channels like WhatsApp (bonus).
- SQL or other support tooling knowledge (super plus).
Benefits:
- 100% medical, dental & vision insurance coverage.
- Team offsites twice a year in cool destinations.
- Opportunity to grow inside a strategic, AI-driven CX team.
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