Customer Operations Executive English and Italian Speaking

The CompanyMuchBetter is transforming the payments space with a suite of innovative products, including our digital wallet, contactless wearables and cash vouchers. The MuchBetter Wallet lets customers spend, send and store money securely on their mobile phones, with the option to pair smart wearables for effortless contactless payments. Our ecosystem continues to grow: MuchBetter Gateway powers e commerce through localised payment processing, while our newest product—the MuchBetter Business app—gives companies a simple, scalable way to manage payments through one smart API, improving checkout performance, reducing fraud and increasing customer loyalty.
The RoleThe Customer Operations team are looking for a Customer Operations Executive (English and Italian Speaking) to join them.
We are looking for someone to assist MuchBetter’s customers through different communications channels in their languages of proficiency and other languages with the help of translation tools and existing content. They will provide customer support proactively and reactively to ensure the continued and smooth operation of the business, by guiding customers and troubleshooting the use of the app, features and services as well as monitoring for potential fraud and run proper customer verification processes.
Are you a great communicator, but also assertive, courteous, and kind?Do you have a passion for problem solving, investigating, and helping customers?Would you say you have a strong work ethic, are honest, and have a sense of confidentiality?Can you work as part of a team, contribute, cooperate, and create synergy?Would you describe yourself as a fast learner, a self-solver, and a good decision maker?Do you like change and are you able to adapt quickly to changes, handle interruptions and work under pressure?Ability to focus and remain focused in a repetitive or changing task for long periods?
Key Tasks:Review, investigate, and answer customer queries through different contact channels to assist customers in the use of the MuchBetter app, features, and servicesRun proper screening and verification of identity proactively and reactivelyReview transactions, identify patterns, assess risk and take appropriate actionProcess withdrawals, transfers and complete any pending transactions after proper reviewHandling system and transaction alerts per company’s guidelines and current instructionsProactively and reactively handling chargebacks, returns (and the respective investigation and disputes) as well as any reversed transactionsIdentify and report any suspicious activity, potential money laundering, or terrorist funding activities per company policies to our MLROLiaise with third party providers, suppliers, merchants, or payment processors on behalf of our customers and the businessAssist with internal translations and content updates as neededAd-hoc projects or tasks within operations or for teams as assigned by the Head of Operations.
Experience Required:Fluent in English and Italian.At least 2 years of experience in a customer-facing roleProven experience with the use of Microsoft Office productsExcellent computer skills & great typing skills
Experience Desired:Knowledge and experience in online payments and fraud prevention (eCommerce, mCommerce)Knowledge and experience with global document verification, KYC and AML/CFT proceduresContent management experience (template and policy/procedure creation, editing and translation)
Department: OperationsLocation: Costa RicaReports to: Support Operations – Team Manager