Customer Support Specialist — B2B Payments
Aviso de fuente externaen VelaFi
VelaFi seeks a Customer Support Specialist for B2B payments, supporting customers with onboarding, payments, platform issues, and case resolution.
Salario
No especificado
Ubicación
Mexico City, México
Tipo de empleo
Tiempo completo
Modalidad
No especificado
Customer Support Specialist — B2B Payments
Mexico City, México
Descripción del empleo
About the role
VelaFi is a B2B cross-border payments and stablecoin financial infrastructure company connecting Latin America, the United States, and Asia. It combines local payment networks, global payment infrastructure, and blockchain technology to help businesses collect, move, convert, and settle funds more efficiently.
VelaFi is seeking a proactive, detail-oriented Customer Support Specialist to support business customers throughout their experience. The role involves resolving onboarding, payment, and platform-related issues, coordinating with internal teams, and keeping customers informed from initial inquiry through resolution. The ideal candidate combines strong customer service skills with payment knowledge, technical curiosity, and practical experience using AI tools to improve productivity. The role also helps turn recurring customer issues into improvements to the knowledge base, workflows, and products.
Responsibilities
- Handle business customer inquiries in English and Spanish through chat, email, and ticketing systems, covering business onboarding and KYB documentation, incoming funds, cross-border payments, currency conversion, transaction status, and stablecoin transfers.
- Own cases through resolution by proactively updating customers, prioritizing issues based on urgency and financial or business impact, and coordinating timely escalation and follow-up.
- Investigate payment and technical issues by gathering transaction IDs, payment confirmations, error messages, and reproduction steps. Use available system records for initial troubleshooting and provide clear, complete escalation details to Operations, Treasury, Compliance, or Engineering.
- Use company-approved AI tools for knowledge retrieval and improve workflows.
Requirements
- Fluent English and Spanish are required; Mandarin is a plus.
- Strong customer service skills, payment knowledge, technical curiosity, and practical experience using AI tools to improve productivity.
Datos clave
- Full-time employment.
- Fluent English and Spanish are required; Mandarin is a plus.
- The role supports business customers with onboarding, payment, and platform-related issues.
Preguntas frecuentes
What does the role involve?
It supports business customers with onboarding, payment, and platform-related issues, coordinates with internal teams, and keeps customers informed through resolution.
What languages are required?
Fluent English and Spanish are required. Mandarin is a plus.
What kinds of customer inquiries does the role handle?
Inquiries include onboarding and KYB documentation, incoming funds, cross-border payments, currency conversion, transaction status, and stablecoin transfers.