Customer Experience Agent (Americas)

OANDA; Toronto; Hybrid; CAD 25,000 - 39,000; Full time

Job summary

OANDA is seeking a fully remote Client Experience professional to support a global team, including Toronto, Krakow, Tokyo, and Singapore. The role focuses on informing clients about products, troubleshooting access, and maintaining compliance while handling inquiries via live chat, phone, email, and digital platforms.

Applicants should have client-facing experience, English fluency, and at least one of Spanish, French, or Portuguese.

Qualifications

• Previous experience in client-facing roles.
• Active business registration or willingness to establish one to operate as an independent contractor.
• Fluent English.
• Native or fluent in Spanish, French or Portuguese.

Responsibilities

• Inform Clients about OANDA's products and how to use them across live chat, phone, email and digital platforms.
• Provide troubleshooting and resolve queries regarding platform access and trading tools.
• Maintain knowledge of OANDA's products and services.
• Manage cases using CRM tools and maintain documentation for audit trail.
• Adhere to workflows and regulatory standards to ensure compliance and risk mitigation.
• Participate in trainings and knowledge transfer sessions.

Skills

Client-facing

Fluent English

Independent contractor eligibility

Spanish

French

Portuguese

Tools

Salesforce

Zendesk

Job description

Fancy helping to shape the future of FinTech?We have always been innovators. In 1996 we were the first company to share exchange rate information, free of charge on the internet. Today, we are a world leading online trading group.Join us to:Help build the future of online tradingBe part of a culture driven by integrity and global impactBecome part of an award-winning company - check out our full list of awards hereWe are only as good as our people. Luckily, our people are the best. Join us!How do we work?Heya!As part of our Client Experience Team, you will play a key role in driving customer satisfaction, reducing attrition, and ensuring the timely processing of account openings and funding requests. In this fully remote role, you will support a global team operating across multiple locations, including Toronto, Krakow, Tokyo, and Singapore.This is an Independent Contractor position - to deliver services in this role, you must hold an active business registration or be legally eligible to operate as an independent contractor in your country of residence.In this role, you will:Inform our Clients about OANDA's products, and help them understand how our products work and how to use them (live chat, phone, email and digital platforms).Provide troubleshooting assistance and resolve technical or procedural queries regarding platform access, trading tools, and account processes.Maintain a well-developed working knowledge of the complete line of products and services offered by OANDA.Manage and resolve standard cases using CRM tools e.g., Salesforce, while maintaining accurate documentation in ticketing systems to ensure a clear audit trail.Adhere to all operational workflows and regulatory standards to ensure compliance and risk mitigation.Participate in operational briefings, training, and knowledge transfer sessions.Promote positive client relations with a can-do attitude, and willingness to always help.What skill set do you need, to be successful in this role?Previous experience in client-facing roles.Active business registration (or willingness to establish one) to operate as an independent contractor in your country of residence.Fluent English.Native or fluent proficiency in at least one of the following languages: Spanish, French, Portuguese.Excellent communication skills and positive attitude.Passionate about learning and striving to gain new knowledge about product and service changes.Nice to have:Experience working with modern customer support infrastructure and ticketing platforms such as Salesforce and/or Zendesk.Prior exposure to or experience in trading, financial markets, or handling trading-related Client inquiries.Flexible scheduling and coverage during weekends/ holidays on a rotational basis.Your perspective matters. We encourage you to apply even if you are hesitant about meeting every single qualification. We are excited to see what you can bring to the team!___At OANDA, to help us efficiently process applications, we use AI-driven tools to help source and rank candidates based on professional experience and skills. While these tools provide recommendations, our recruitment process remains human-centric: all final shortlisting and hiring decisions are made by OANDA team. You have the right to request a human review of your application.OANDA Global Corporation is a diverse and global team with offices around the world. We value the unique skills and experiences each individual brings to OANDA. We are committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate. We provide an inclusive and accessible environment for everyone. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.Review OANDA Privacy Policy and learn more about how we treat your personal data and protect your privacy.