Customer Support Specialist (BR Finance, WFH)

• Employment Type: Full-time
• Schedule: 24/7 Following Shift Rotation (aligned with local Labor laws)
• Language Requirement: English, Portuguese (native or bilingual fluency), Chinese (preferred)

• Multi-Channel Customer Support :
• Deliver 24/7 professional customer support to B2B and B2C clients in the Brazilian market via electronic channels, telephone, and other designated platforms, ensuring strict alignment with Central Bank of Brazil (BCB) regulations and consumer protection laws.
• Efficiently and accurately resolve customer inquiries, complaints, and requests for contract suspension or cancellation, adhering to required SLAs.
• Ensure accessible support services to guarantee equitable assistance for individuals with disabilities.
• Ticketing, Traceability, and Compliance:
• Maintain rigorous ticketing and traceability standards, ensuring all customer interactions, complaints, and resolutions are fully documented.
• Handle escalated, sensitive, or regulatory complaints as an Ombudsman, resolving complex disputes within strict SLA timeframes and being able to report directly to senior management.
• Customer Experience Optimization & Process Building:
• Gather and analyze feedback and pain points from Brazilian users to continuously improve support workflows, service scripts, and overall CSAT/user experience.
• Assist in developing and maintaining customer relationship policies that comply with Brazilian financial regulatory frameworks.
  

• Language Proficiency:
• Mandatory: Fluent in spoken and written Portuguese (proficient in business and everyday communication) and English with strong document drafting and reporting skills.
• Preferred: Native-level Portuguese proficiency are strongly preferred.
• Preferred: Chinese understanding is preferred.
• Industry Experience:
• Previous experience in customer service, support, or complaint resolution within the financial sector (Fintech, traditional banking, payment institutions, etc.).
• Familiarity with Brazilian consumer protection laws and financial regulatory standards (such as BCB resolutions).
• Preferred: Experience in customer support or compliance handling for cryptocurrency/blockchain exchanges.
• Core Competencies:
• Strong problem-solving skills, empathy, and resilience under pressure, with the ability to independently and calmly handle sensitive and high-stakes complaints.
• Ability to work on a 24/7 shift rotation schedule, aligned with local labor laws covering mornings, afternoons, nights, weekends, and holidays on a rotational basis on 8-hour shifts, up to 44 hours/week. Schedules are shared in advance, with fair rotation and legally mandated rest periods between shifts.
• Preferred: Hands-on experience in building a customer support team from 0 to 1 or establishing standard operating procedures (SOPs).
  

• Permanent WFH Arrangement
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Our client strives to provide compliant and efficient digital financial infrastructure services globally, empowering enterprises, financial institutions and individuals to seamlessly exchange, pay, trade, and settle between fiat and digital currencies.

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Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.