Multilingual Customer Support Representative – Xapo

Xapo

Company Website: https://www.xapo.com/en/careers
Remote Locations: Worldwide
Job Type: Full Time

Job Overview:

We are seeking a Customer Support Representative to join our team. You will be supporting customers globally with a special focus on Europe. Native Portuguese or Spanish fluency is required, along with English and at least one other language. This full-time position is planned to be remote, meaning you can work from anywhere around the GMT timezone!

Job Responsibilities:

• Responding to customer inquiries by directing them to the website, FAQs, appropriate personnel, etc.
• Checking payment status for our Debit Card.
• Monitoring and responding to debit card transactions.
• Addressing customers in a professional and respectful manner.
• Taking ownership of customer issues, following up on outstanding requests, and escalating issues when necessary.
• Participating in different projects across Customer Service and in collaboration with other departments (i.e.: Compliance, Risk, Money In/Money Out)

• Documenting processes and cases for future reference and help in creating and maintaining the Customer Support knowledge database.

Job Requirements:

• 3+ years of previous experience in customer support, ideally remote support, chat, and email.

• Native Portuguese or Spanish and proficient level of English and another additional language (i.e. German, French, Italian).
• Must have previous knowledge with transaction payments status review ideally with VISA / Mastercard vendors.
• Prior experience with Debit Cards: transaction and chargeback procedures.
• Experience with SalesForce (CRM) is nice to have.
• Flexibility to work at least 1 day of the weekend.
• Knowledge of bitcoin is a big plus.
• A dedicated workspace.
• A reliable internet connection with the fastest speed possible in your area.
• Devices and other essential equipment that meet minimal technical specifications.
• Alignment with Our Values.

How To Apply:

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