Job details

Customer Support Analyst

At AstroPay, we believe in empowering people to reach their full potential and to be part of an innovative and forward-thinking company. Our goal is to provide a cutting-edge online payment solution that goes beyond just a traditional wallet. We are dedicated to creating a dynamic and challenging work environment that fosters creativity, innovation, and a strong sense of community among our team.

Our multinational and multicultural team is made up of talented and motivated individuals who are passionate about delivering the best possible experience to our customers and users. We value teamwork, collaboration, and a can-do attitude, and we’re always looking for new talent to join our growing company.

If you’re looking for an exciting opportunity to work with a dynamic and innovative company, AstroPay is the perfect place for you. With our entrepreneurial spirit and drive to succeed, we offer an environment where you can grow both personally and professionally. Join us today and be part of our mission to revolutionize the online payment industry.

Primary Responsibilities & Expectations:

We are seeking a motivated and experienced individual to join our team as a Customer Support Junior Analyst. In this position, you will be at the forefront of our customer interactions, providing timely responses via email and chat and playing a pivotal role in delivering advanced support to our users. The ideal candidate should have proven experience in customer support roles within the fintech or related industry, with a specific focus on digital channels such as chats, emails, Instagram, Trustpilot, and Reclame Aqui. The successful candidate will be fluent in two of the three languages we provide assistance in (English, Spanish, and Portuguese) and possess strong reading skills in a third language among the options.

As a Junior Analyst, you will play a vital role in delivering exceptional customer experiences, identifying patterns, suggesting improvements, and contributing to the overall efficiency of our customer support processes.

Provide enhanced customer service with a strong focus on delivering exceptional experiences and ensuring user complaints are handled with empathy, patience, and efficiency, aiming for first-contact resolution whenever possible.
Address more complex user inquiries focusing on delivering detailed and insightful responses.
Handle escalations and follow-ups with different departments, seeking faster resolutions or prioritizing specific cases, also improving communication between departments to enhance the resolution of escalated cases.
Serve as a crucial link between Level 1 agents and team managers, contributing to overall efficiency and process improvement.
Identify patterns in customer issues, report findings to team managers, and suggest improvements.
Provide constructive feedback on Astropay products and actively contribute to continuous improvements.

Core Competencies and Skills:

Fluent in two of the three languages: English (mandatory) + Spanish or Portuguese.
Strong reading skills in a third language among the options.
Proven experience in customer support roles within the fintech or related industry.
Strong written communication skills, demonstrating empathy and patience in customer interactions through digital channels such as chats and emails.
Strong customer service orientation with a focus on delivering exceptional experiences.
Flexibility to adapt to changing priorities and willingness to work varying shifts.
Team player, proactive, and strong problem-solving skills to provide innovative solutions to user issues.

Benefits:

Flexible hours: We are results-oriented.
Professional growth: Take off your professional career. Explore your passions.
Fully remote: Work from anywhere.
AstroTeam: Get in touch with your team and have fun.
AstroPay House: Meet and connect with AstroPayers in all the world.
Training: Keep on building your knowledge with EDX platform.