Customer Support Agent

Customer Support Agent
Hybrid | Full-Time | Buenos Aires · São Paulo · Bogotá

Overview
At Lupa, we're hiring for a Customer Support Agent for a fast-growing fintech redefining how people in Latin America access and manage their money.
This is a frontline role — you'll be the first point of contact for real users navigating real financial challenges. You won't just be closing tickets. You'll be translating complex financial and technical concepts into clear, human language, collaborating with internal teams to resolve the cases that need escalation, and contributing directly to a product that's changing how LATAM handles money.

What You'll Do
Deliver timely, excellent support via chat and email (with phone support coming soon)
Troubleshoot user issues related to transactions, accounts, and app features
Explain complex financial and technical concepts in simple, accessible language
Collaborate with internal teams — Payments, Cards, Compliance, Social Media, Product, and Engineering — to resolve complex cases
Adapt quickly to new product features and processes as the company scales
Meet and exceed KPIs to contribute to overall team success

Who You Are
Must-haves

1.5–3 years of experience in customer support — fintech experience strongly preferred
Native/fluent Spanish (Buenos Aires or Bogotá) or Portuguese (São Paulo) + B2+ English
Customer-centric and empathetic — you genuinely care about solving the user's problem
Strong communicator — you make complex things simple, in writing and in conversation
Problem solver who takes initiative and goes the extra mile
KPI-aware and performance-focused
Adaptable — you thrive when processes and products change fast
Available for hybrid schedule — 3 to 4 days per week in office
Currently living in Buenos Aires, São Paulo, or Bogotá

Nice-to-haves

Background at fintechs: MercadoPago, Nubank, Wise, Bitso, AstroPay, Revolut
Experience at BPOs working on fintech accounts (Teleperformance, TaskUs, Concentrix)
Open to evening or weekend shifts as the team moves toward 24/7 support

Immediate disqualifiers

Currently studying as a primary activity
Not living in Buenos Aires, São Paulo, or Bogotá
Not willing to work hybrid in-office
No English whatsoever

Office Locations
Buenos Aires: HIT Polo — Av. Dorrego 3550
São Paulo: WeWork Faria Lima — Faria Lima 4055, SP 04538-133
Bogotá: Carrera 11 #93A – 83

What's in It for You
🏢 Hybrid role with a real team in your city
🚀 Work at a fast-growing fintech reshaping how LATAM manages money
📈 Clear KPI structure with room to grow
🤝 Cross-functional exposure from day one — Payments, Compliance, Product, Engineering

👉 Apply Here: https://app.lupahire.com/lupa-apply/8f343dd3-404f-5d80-839c-bcf03221bc83?source=inbound-candidates