Client Support Agent - Spanish & English - ING409

Ingot; A distancia; EUR 30.000 - 40.000; Jornada completa

Descripción de la vacante

A financial services firm is seeking a Customer Support professional to act as the First Line of Defense for its Spanish-speaking clients. In this fully remote role, you will efficiently handle inquiries via Live Chat and email, addressing various issues while ensuring client satisfaction. The ideal candidate has 1-3 years of experience in customer support, is a native Spanish speaker, has fluent English skills, and is comfortable using ticketing systems. A competitive compensation package and flexible working hours are offered.

Servicios

Flexitime

Competitive compensation package

Friendly working environment

Monthly social activities

Formación

• 1-3 years of experience in Customer Support, preferably in Forex/Fintech.
• Must be a native Spanish speaker with fluent English.
• Ability to simplify complex financial terms.

Responsabilidades

• Handle inbound inquiries via Live Chat and Email.
• Resolve issues for LATAM Spanish clients efficiently.
• Assist clients with login errors and basic trade inquiries.
• Communicate effectively with clients in Spanish.

Conocimientos

Customer Support experience

Native Spanish

Fluent English

Emotional intelligence

Patience

Herramientas

Zendesk

Proprietary Webtraders

Descripción del empleo

At INGOT, we believe in building high-performing teams where everyone is in the right seat – not just filling a role, but thriving in it. Our approach emphasizes in getting the right people in the right positions to drive business growth and success.

Here’s what that means for YOU:

• You’ll excel at what you do because you’re in a role that aligns with your skills and passions
• You’ll be aligned with our core values - High Ethics, Commitment and Innovation – we’re looking for team members who get it, want it, and have the capacity to do it
• We want you to thrive in an environment where your contributions matter, and you can make an impact on our mission.

If you’re a high-energy, results-driven professional who’s ready to take on a role that matches your expertise and values, we’d love to connect! Check out the details below and see if this is the right fit for you.

Purpose of Role/Summary:

To act as the "First Line of Defense" for the Spanish-speaking client base. You will handle inbound inquiries via Live Chat and Email, resolving 80% of issues (Login, Funding, Verification, Platform) on the first contact using established SOPs. You deliver a premium, personalized experience to LATAM/Spanish clients while maintaining strict operational compliance.

Main Activities and Responsibilities:

• Handle daily volume of Live Chats and Tickets within SLA (response time < 60s for chat), specifically during high-volume trading hours
• Execute Level 1 SOPs for Password Resets, Deposit Declines, and Withdrawal Status queries
• Assist clients with Webtrader login errors, platform navigation, and basic trade inquiries (e.g., "Why was my trade closed?")
• Explain rejection reasons to clients clearly in Spanish to help them get verified faster
• Triage technical bugs to the Tech Lead and complex complaints to Compliance
• Assist in localizing Help Center articles and macro templates into LATAM Spanish
• Communicate effectively and professionally with clients via email, live chat, and tickets
• Support the onboarding process for new clients and update existing client accounts as needed
• Verify and monitor KYC documentation for new clients and collaborate with compliance to resolve discrepancies
• Maintain accurate records of client interactions and KYC approvals
• Process manual transactions (creating and/or reassigning)
• Engage with assigned clients proactively to address their needs and ensure satisfaction
• Collaborate with the Team Leader to implement strategies for retaining valuable clients
• Adhere to any requests related to the above points while upholding the company’s values (Ethics, Commitment, Innovation)

Required Skills & Experience:

• 1–3 years experience in Customer Support (Forex/Fintech experience is a major plus)
• Native Spanish and Fluent English (Written & Spoken) is essential, any other languages will be considered an advantage
• Comfortable using ticketing systems (e.g., Zendesk) and Proprietary Webtraders/Trading Platforms
• Soft Skills: High emotional intelligence, patience, and the ability to simplify complex financial terms for beginners
• Willingness to work on a rotating shift schedule (Late shifts are required for this market

Further Info:

• Working hours are Rotating Shifts
• The role is Fully Remote
• Friendly and fun working environment
• Work from Anywhere (Remote)
• Flexitime (Subject to shift schedule)
• A competitive compensation package which includes great benefits
• Monthly social activities