Job details

Customer Support Associate

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 looking for a highly skilled and experienced individual to join our team as a Customer Support Associate. As an Associate at AstroPay, you will play a pivotal role in delivering advanced support to our users and handling the most complex and delicate customer support cases. Additionally, you will be responsible for training and mentoring other agents, contributing to process improvements, and ensuring exceptional customer experiences.

Your day-to-day tasks will also include reporting on bugs, issues, and potential improvements in the product by incorporating valuable insights from customer feedback.

Ensure user complaints are handled with empathy, patience, and efficiency, aiming for first-contact resolution whenever possible.
Address more complex user inquiries with a focus on delivering detailed and insightful responses.
Fostering collaboration with other departments, establishing and maintaining robust communication links with teams, and actively contributing to the enhancement of existing procedures or implementation of new cross-departmental processes.
Identify recurring issues or trends in user inquiries and provide feedback to the relevant teams for process improvements.

Core Competencies and Skills:

The candidate must be fluent in English and Spanish or English and Portuguese.
Proven experience in customer support within the fintech or related industry.
Excellent written communication skills for effective email and chat interactions.
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.
The ideal candidate must excel in effectively delivering constructive feedback derived from customer cases.

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.