Customer Service Associate (Spanish & Portuguese Speaker) - LATAM

About Zeal Group

Zeal Group is an award-winning FinTech organization offering a variety of financial products and services. Founded in 2017, we have grown to a team of 700+ employees across the globe. Headquartered in London, UK, our offices and presence span Europe, Asia, North and South Africa, the Middle East, and South America, with our Technology Hub in Cyprus and our Global Customer Service Hub in Kuala Lumpur, Malaysia. We are a product- and people-focused company passionate about growth, innovative technology, and collaboration.

Role Overview

We are looking for a Customer Service Associate to support our LATAM clients and customers. This role is ideal for someone based in Latin America who understands the needs, expectations, and behaviors of local customers across the region. Our Customer Service team plays a critical role in delivering an excellent client experience by supporting customers across multiple channels, resolving issues efficiently, and identifying opportunities to improve processes and the overall client journey. The successful candidate will be fluent in both Spanish and Portuguese and will bring relevant experience from the FX/CFD industry or related sectors such as trading, crypto, iGaming, or other fast-paced financial services environments.

Key Responsibilities

• Provide timely, accurate, and professional support to customers through live chat, email, and phone.
• Handle inbound and outbound customer interactions, including service-related follow-ups and telesales activities where required.
• Deliver a high-quality customer experience in every interaction with clients.
• Support LATAM clients with a strong understanding of local customer behavior, communication style, and service expectations.
• Follow established SOPs, internal guidelines, and service standards in daily operations.
• Meet individual and team KPIs, including response time, resolution quality, customer satisfaction, and productivity metrics.
• Identify, escalate, and document customer issues, operational gaps, and recurring service challenges to the Team Leader.
• Highlight common customer enquiries, trends, and pain points to support continuous process and product improvement.
• Manage customer expectations effectively and escalate complex cases to the Team Leader when needed to achieve fair and practical solutions.
• Stay up to date with product knowledge, process changes, campaigns, and system updates through regular training and team briefings.
• Attend and actively participate in team huddles, training sessions, and operational meetings.
• Collaborate closely with internal stakeholders to ensure smooth issue resolution and service delivery.
• Embody Zeal Group’s core values in all interactions with customers and colleagues.