Online Customer Service Specialist

Key Responsibilities

• Respond to user inquiries via online customer support channels (live chat, tickets, email, etc.) in a timely and professional manner
• Identify, collect, and report recurring issues and user feedback to help improve products and processes
• Demonstrate strong business awareness and quickly understand core business concepts through training
• Analyze user experience challenges, identify user needs, and actively contribute to process optimization and problem-solving
• Work collaboratively with internal teams to ensure a smooth and high-quality customer experience
• Be flexible and able to work rotating shifts, including night shifts when required

Requirements

• Fluency in Portuguese and English (spoken and written)
• Strong logical and analytical thinking, with the ability to accurately identify users’ real needs
• Passion for customer service and a strong sense of responsibility for user experience
• Ability to adapt communication style and tone to different users and situations
• Self-motivated, well-organized, and able to work independently in a fast-paced and dynamic environment
• Strong learning ability, proactive mindset, and good problem-solving skills
• Experience in customer support roles, ideally including live chat, email, ticketing systems, and phone support
• Previous experience in crypto exchanges, fintech, or financial services is a strong advantage
• Resilient, detail-oriented, and able to perform well under pressure
• Background in cryptocurrency, blockchain, fintech, or financial markets
• Experience working in a global or multicultural support team
• Familiarity with CRM or customer support platforms