[Remote] Customer Service Agent

Note: The job is a remote job and is open to candidates in USA. TrueLayer is Europe’s fastest-growing Pay by Bank network, and they are seeking a Customer Service Agent to join their team. In this role, you will be the first point of contact for merchant partners and end users, providing support across multiple channels and ensuring a seamless customer experience as the company expands in Brazil.ResponsibilitiesHandle inbound customer enquiries via email, chat, and phone, resolving issues efficiently and with careDiagnose and troubleshoot technical issues, across all of our APIsMaintain accurate records of customer interactions and resolutions in our CRM systemIdentify patterns in customer feedback and communicate recurring issues to Product and Engineering teams to drive continuous improvementContribute to the development of help centre content, FAQs, and support documentation in both Brazilian Portuguese and EnglishConsistently meet or exceed service level agreements (SLAs) for response time and resolution qualityCollaborate with cross-functional teams including Product, Engineering, and Compliance to resolve complex cases and improve the end-to-end customer journeySkillsFluent in Brazilian Portuguese (native or near-native); professional proficiency in EnglishPrevious experience in a customer support, service, or operations role, ideally within fintech, payments, or a technology environmentStrong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical audiencesComfortable working with CRM and ticketing tools such as Zendesk or similar platformsDetail-oriented with strong problem-solving skills and the ability to prioritise effectively in a fast-moving environmentA collaborative approach and the ability to work across time zones with distributed, international teamsHandle inbound customer enquiries via email, chat, and phone, resolving issues efficiently and with careDiagnose and troubleshoot technical issues, across all of our APIsMaintain accurate records of customer interactions and resolutions in our CRM systemIdentify patterns in customer feedback and communicate recurring issues to Product and Engineering teams to drive continuous improvementContribute to the development of help centre content, FAQs, and support documentation in both Brazilian Portuguese and EnglishConsistently meet or exceed service level agreements (SLAs) for response time and resolution qualityCollaborate with cross-functional teams including Product, Engineering, and Compliance to resolve complex cases and improve the end-to-end customer journeyExperience supporting payments, open banking, or financial services productsFamiliarity with Brazil's financial regulatory landscape, including Banco Central do Brasil regulations and PIXProfessional proficiency in Spanish, an advantage for supporting wider LatAm operationsExperience writing or contributing to support documentation or knowledge basesExposure to API or technical integrations – curiosity and the ability to learn technical concepts is what matters most hereBenefitsCompetitive salary and meaningful equity in the company Benefits inline with legal requirements for the Brazilian employment actCompany OverviewTrueLayer powers smarter, safer and faster online payments by combining real-time bank payments with financial and identity data. It was founded in 2016, and is headquartered in London, England, GBR, with a workforce of 201-500 employees. Its website is https://truelayer.com.