Customer Service Agent

Description:

TrueLayer is expanding its Pay by Bank network in Brazil, and we're looking for a Customer Service Agent to join our growing team in São Paulo. In this role, you'll be the first point of contact for our merchant partners and end users, providing timely, accurate, and empathetic support across multiple channels. You'll play a central role in ensuring a seamless customer experience as TrueLayer scales in one of the world's most dynamic fintech markets.

This is an exciting opportunity to join TrueLayer at a pivotal moment in our LatAm expansion, working closely with Product, Engineering, and Compliance teams to resolve issues, surface insights, and help shape the support function from the ground up.

Location: São Paulo, Brazil (sometimes the team meet up but mostly working remotely)

What we expect from you as a Customer Service Agent:

• Handle inbound customer enquiries via email, chat, and phone, resolving issues efficiently and with care
• Diagnose and troubleshoot technical issues, across all of our APIs
• Maintain accurate records of customer interactions and resolutions in our CRM system
• Identify patterns in customer feedback and communicate recurring issues to Product and Engineering teams to drive continuous improvement
• Contribute to the development of help centre content, FAQs, and support documentation in both Brazilian Portuguese and English
• Consistently meet or exceed service level agreements (SLAs) for response time and resolution quality
• Collaborate with cross-functional teams including Product, Engineering, and Compliance to resolve complex cases and improve the end-to-end customer journey

About you:

• Fluent in Brazilian Portuguese (native or near-native); professional proficiency in English
• Previous experience in a customer support, service, or operations role, ideally within fintech, payments, or a technology environment
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical audiences
• Comfortable working with CRM and ticketing tools such as Zendesk or similar platforms
• Detail-oriented with strong problem-solving skills and the ability to prioritise effectively in a fast-moving environment
• A collaborative approach and the ability to work across time zones with distributed, international teams

We would be particularly excited if you have:

• Experience supporting payments, open banking, or financial services products
• Familiarity with Brazil's financial regulatory landscape, including Banco Central do Brasil