Customer Service Agent

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TrueLayer

WebsiteLinkedInAll Job Openings

201 - 500 employees

TrueLayer is Europe’s leading open banking payments network.

📋 Description

• Handle inbound customer enquiries via email, chat, and phone, resolving issues efficiently and with care • Diagnose and troubleshoot technical issues, across all of our APIs • Maintain accurate records of customer interactions and resolutions in our CRM system • Identify patterns in customer feedback and communicate recurring issues to Product and Engineering teams to drive continuous improvement • Contribute to the development of help centre content, FAQs, and support documentation in both Brazilian Portuguese and English • Consistently meet or exceed service level agreements (SLAs) for response time and resolution quality • Collaborate with cross-functional teams including Product, Engineering, and Compliance to resolve complex cases and improve the end-to-end customer journey

🎯 Requirements

• Fluent in Brazilian Portuguese (native or near-native); professional proficiency in English • Previous experience in a customer support, service, or operations role, ideally within fintech, payments, or a technology environment • Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical audiences • Comfortable working with CRM and ticketing tools such as Zendesk or similar platforms • Detail-oriented with strong problem-solving skills and the ability to prioritise effectively in a fast-moving environment • A collaborative approach and the ability to work across time zones with distributed, international teams • Experience supporting payments, open banking, or financial services products (preferred) • Familiarity with Brazil's financial regulatory landscape, including Banco Central do Brasil regulations and PIX (preferred) • Professional proficiency in Spanish, an advantage for supporting wider LatAm operations (preferred) • Experience writing or contributing to support documentation or knowledge bases (preferred) • Exposure to API or technical integrations – curiosity and the ability to learn technical concepts is what matters most here (preferred)

🏖️ Benefits

• Competitive salary and meaningful equity in the company 💰 • Benefits inline with legal requirements for the Brazilian employment act