Customer Experience Agent (Americas)

OANDA; United States; Remote; USD 34,000 - 55,000; Part time

Job summary

OANDA is seeking a Remote independent contractor to join the Client Experience Team. You will assist clients with product usage, troubleshooting, and account processes across live chat, phone, email, and digital platforms.

Applicants must have active business registration (or be eligible) and fluent English. Proficiency in Spanish, French or Portuguese is a plus. The role supports a global team and requires a flexible schedule, including weekends/holidays on a rotational basis.

Qualifications

• Experience in client-facing roles.
• Active business registration to operate as independent contractor.
• Fluent English.
• Native or fluent in Spanish, French or Portuguese.
• Excellent communication and positive attitude.
• Willingness to learn about product and service changes.

Responsibilities

• Inform clients about OANDA's products and how to use them via live chat, phone, email and digital platforms.
• Provide troubleshooting for platform access, trading tools, and account processes.
• Maintain knowledge of the full range of products and services.
• Manage cases using CRM tools and document in ticketing systems for audit trails.
• Adhere to operational workflows and regulatory standards for compliance and risk mitigation.
• Participate in training sessions and knowledge transfer.
• Promote positive client relations with a can-do attitude.

Skills

Client-facing

English fluency

Spanish

French

Portuguese

Business registration

Salesforce

Zendesk

Tools

Salesforce

Zendesk

Job description

Virtual

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 trading
• Be part of a culture driven by integrity and global impact
• Become part of an award-winning company - check out our full list of awards here

We 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.

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.