Customer Support Specialist

Location: Fully remote (100% Remote Anywhere in Mexico)
Employment Type: Full-time (40 hrs/week)
About the Role:
We are hiring a Bilingual Customer Support Specialist to join a fast-moving global fintech team. In this role, you will be the first point of contact for users, resolving questions regarding digital cards, transactions, account access, and fraud prevention through written channels (chat, email, and in-app support). You will also work alongside our AI support agent, handling escalations and helping improve its automated responses over time.
Schedule & Shift:
Full-time (5 days a week, 8 hours per day).Weekend flexibility is required: Your 5-day schedule may include Saturday or Sunday shifts depending on queue volume.
What We Are Looking For:
Fluent in English (mandatory, C1 level preferred) and Spanish.2+ years of customer support experience, ideally in fintech, SaaS, or consumer tech products.Hands-on experience with Intercom or similar ticketing tools (Zendesk, Front, Help Scout).Strong written communication skills: clear, concise, empathetic, and warm.Comfortable working 100% remotely and independently.
Nice to Have:
Experience working alongside AI support agents or chatbot escalations.Familiarity with payments operations, chargebacks, or fraud investigations.Experience supporting global users.Interest in fintech, digital assets, or stablecoins.