Customer Operations (Support Agent)
Job Description
By joining Felix you will be part of the most innovative company in the cross-border payment industry. We recently received investment from top VCs from Silicon Valley, Europe, and Latam, as well as we won Blockchain and AI innovation and application awards at the Wharton Business School. You will be joining the journey to build the financial platform and become the companion for all Latinos in the United States!
About The Role
As a member of our team, you will have the unique opportunity to make your mark on the core of our operations. You will be in direct contact with our users and be responsible for performing cross-border transactions, providing support, and ensuring that Félix is delivering experiences in line with our standards. Additionally, you will generate analysis, reports, and insights regarding our operations and the customer experience. Finally, your proposals will directly impact the technology and the operations.
To be successful in this role, you must be dynamic, autonomous, collaborative, and curious as we create new user experiences, improve existing products, and develop the Félix platform that will empower millions of Latinos in the United States as no other company does at the moment.
Responsibilities
- Provide excellent support via telephone, chat, and email to our end-users and partners
- Answer customer queries regarding our service, onboarding, and online transactions
- Research and resolve client inquiries verbally and in writing
- Ensure accurate ticketing and documentation for each customer
- Liaising with other departments within Felix to resolve complex customer inquiries
- Collect insights from the frontline and convert them into actionable insights
- Own relationships with customers
- Work 1 day of the weekend with rotation between days
Requirements
- Education: Recent graduate from any Business Major
- Fluent in English (oral & written)
- Have basic knowledge or experience in the remittance industry and customer support roles
- Experience with G Suite products
- Open to working on weekends
- Good communication skills
- Friendly and outgoing personality
- Able to adapt to a fast-paced environment
What We Offer
- Competitive salary
- IMSS
- Infonavit
- PTO
- Year-end bonus (aguinaldo)
- Remote work environment
- Empowering opportunities for growth in a dynamic entrepreneurial environment
Equal Opportunity Employer
At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.
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