Customer Support Specialist

About the role

Location: Remote - Latin America / UTC-3 aligned
Preferred locations: Argentina, Brazil, Uruguay; however, we are open to candidates based elsewhere in Latin America or in nearby time zones who are comfortable working UTC-3 aligned hours.

We’re looking for a Customer Support Specialist to join Altery’s Customer Operations team and support our growing base of personal and business customers.

You’ll be the first point of contact for customers using Altery’s financial products and will help them navigate account, payment, onboarding and product-related questions. Most communication happens in writing across chat, email and other digital channels, so we’re looking for someone who can communicate clearly, think through a problem and take ownership of a customer case through to resolution.

You don’t need necessary to come from fintech, we’ll help you learn the product and processes. What matters more is strong customer support experience, sound judgement and a genuine willingness to help.

What you'll be doing at Altery

• Support personal and business customers across chat, email and other digital communication channels.

• Investigate and resolve customer questions related to accounts, payments, onboarding and use of Altery products.

• Take ownership of customer cases and follow them through to resolution rather than simply passing them on.

• Work across multiple internal systems to investigate issues and find the information needed to support customers.

• Identify cases that require additional expertise and collaborate with Technical Support, Financial Operations, Onboarding and Financial Crime teams to resolve them.

• Keep customers informed while an issue is being investigated and set clear expectations on next steps and timelines.

• Maintain accurate records of customer interactions and case resolutions.

• Contribute to internal knowledge, procedures and improvements based on recurring customer questions and issues.

• Follow internal procedures and service standards while providing clear, thoughtful and empathetic customer support.

What you'll bring to us

• Previous experience in customer support, customer service or a similar customer-facing role.

• Strong written and spoken English and Russian languages.

• Professional working proficiency in Spanish is a strong advantage, but not essential.

• Clear and empathetic written communication and the ability to adapt your communication to different customers and situations.

• Strong problem-solving skills and the ability to investigate an issue logically before deciding on the next step.

• A strong sense of ownership, you’re comfortable following a case through, involving other teams when needed and making sure it keeps moving.

• Ability to work confidently across multiple systems and handle several customer conversations or tasks at the same time.

• Comfortable working in a structured environment with response-time and quality standards.

• Experience in fintech, payments, banking or another regulated environment is an advantage, but not essential.

What we offer

• Competitive compensation that rewards your contribution.

• Flexible working hours.

• Wellbeing support, including additional sick leave when you need it.

• Opportunities to grow your career by taking ownership, expanding your skills and making a real impact.

Sound like you? Apply now and help us create financial experiences that work seamlessly across borders, currencies and technologies.

We celebrate our diversity: its power strengthens our team. We welcome applications from everyone, whatever your background, and we hire based on skills, experience and the difference you can make.

We treat your personal data with care and use it only for recruitment. Applications are processed through our hiring platform, HiBob. To find out how your data is handled, read the Bob Hiring privacy notice.