Postúlate en Kit Empleo: kitempleo.com.co/empleo/1asipd

**PLEASE SUBMIT YOUR CV IN ENGLISH**

**Customer Support Specialist - Fintech**

**Location**:Remote
**Employment Type**:Full-Time
**Compensation**:$1,000 - $2,000 USD/month

**About the Role**

We are seeking a proactive and customer-focused **Customer Support Specialist - Fintech**to join a fast-growing fintech company supporting users across multiple regions and time zones.

You will work closely alongside AI-powered support tools and automation systems, handling escalations, improving workflows, and helping optimize the customer support experience over time.

This is an excellent opportunity for someone who thrives in fast-paced environments, enjoys solving problems, and is excited about fintech, digital payments, and modern customer support operations.

**Key Responsibilities**

**Customer Support & Communication**
- Assist users with issues related to:

- Cards and transactions
- Account access
- Fraud concerns
- Payment-related questions
- Deliver professional, empathetic, and solution-oriented customer support
- Maintain a high standard of written communication across all interactions

**AI & Support Operations**
- Work alongside AI support agents and automated workflows
- Handle escalated cases requiring human intervention
- Help improve AI-generated responses and support processes over time
- Identify recurring customer issues and suggest workflow improvements

**Fraud & Payments Support**
- Assist with fraud-related inquiries and transaction investigations
- Support chargeback and payment-related processes when needed
- Escalate complex operational or risk-related issues appropriately

**Collaboration & Documentation**
- Maintain accurate support documentation and case notes
- Collaborate with operations, product, and engineering teams to improve customer experience




- Help support scalable support processes as the company grows internationally

**Requirements**:

- Fluent English or Spanish communication skills (both languages are a strong plus)
- 2+ years of customer support experience
- Previous experience in fintech, payments, banking, SaaS, or consumer technology environments strongly preferred
- Hands-on experience with support platforms such as:

- Intercom
- Zendesk
- Front
- Help Scout
- Strong written communication skills with the ability to communicate clearly, concisely, and professionally
- Comfortable working independently in a fully remote environment
- Strong problem-solving and multitasking abilities

**Nice to Have**
- Experience working with AI-powered customer support systems or automation tools
- Familiarity with fraud investigations, chargebacks, or payments operations
- Experience supporting general or international users
- Interest or experience in fintech, crypto, stablecoins, or digital payments

**What We’re Looking For**
- Customer-first mindset with strong attention to detail
- Calm and professional communicator under pressure
- Adaptable and comfortable in fast-moving startup environments
- Strong ownership mentality and accountability
- Team player who enjoys improving processes and customer experiences

**Why Join Us?**
- Opportunity to work in a growing fintech environment
- Exposure to AI-driven customer support operations
- Collaborative and fast-moving remote team
- High-impact role with opportunities for growth and process ownership
- Work with modern support tools and evolving technologies

**Important Notes**
- This role supports global users and may require flexibility across time zones
- Strong written communication skills are critical for success

This is a remote/telecommute position

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1asipd

📌 Customer Support Specialist - Fintech (Bogotá)
🏢 Hire Emerald
📍 Bogotá