Job Overview
We are looking for a Customer Support Specialist / Ombudsman to support our growing operations in the Brazilian market. This role combines customer service, complaint resolution, regulatory compliance, and customer experience improvement.
The ideal candidate is a fluent Portuguese and English speaker with experience in Fintech, Banking, Payments, Financial Services, or Crypto, and is comfortable handling sensitive and escalated customer concerns.
Job Responsibilities
- Multi-Channel Customer Support :
- Deliver 24/7 professional customer support to B2B and B2C clients in the Brazilian market via electronic channels, telephone, and other designated platforms, ensuring strict alignment with Central Bank of Brazil (BCB) regulations and consumer protection laws.
- Efficiently and accurately resolve customer inquiries, complaints, and requests for contract suspension or cancellation, adhering to required SLAs.
- Ensure accessible support services to guarantee equitable assistance for individuals with disabilities.
- Ticketing, Traceability, and Compliance:
- Maintain rigorous ticketing and traceability standards, ensuring all customer interactions, complaints, and resolutions are fully documented.
- Handle escalated, sensitive, or regulatory complaints as an Ombudsman, resolving complex disputes within strict SLA timeframes and being able to report directly to senior management.
- Customer Experience Optimization & Process Building:
- Gather and analyze feedback and pain points from Brazilian users to continuously improve support workflows, service scripts, and overall CSAT/user experience.
- Assist in developing and maintaining customer relationship policies that comply with Brazilian financial regulatory frameworks.
Requirements
- Language Proficiency:
- Mandatory: Fluent in spoken and written Portuguese (proficient in business and everyday communication) and English with strong document drafting and reporting skills.
- Preferred: Native-level Portuguese proficiency are strongly preferred.
- Preferred: Chinese understanding is preferred.
- Industry Experience:
- Previous experience in customer service, support, or complaint resolution within the financial sector (Fintech, traditional banking, payment institutions, etc.).
- Familiarity with Brazilian consumer protection laws and financial regulatory standards (such as BCB resolutions).
- Preferred: Experience in customer support or compliance handling for cryptocurrency/blockchain exchanges.
- Core Competencies:
- Strong problem-solving skills, empathy, and resilience under pressure, with the ability to independently and calmly handle sensitive and high-stakes complaints.
- Ability to work on a 24/7 shift rotation schedule, aligned with local labor laws covering mornings, afternoons, nights, weekends, and holidays on a rotational basis on 8-hour shifts, up to 44 hours/week. Schedules are shared in advance, with fair rotation and legally mandated rest periods between shifts.
- Preferred: Hands-on experience in building a customer support team from 0 to 1 or establishing standard operating procedures (SOPs).
