Customer Support Specialist

hace 2 semanas

Bogota, Colombia Tribal Credit A tiempo completo

**Overview**

Are you ready to join an agile, diverse, and global team of innovators and disruptors in redefining the B2B payment space for startups and SMEs in emerging markets? Tribal Credit is built for companies looking for a better way to pay business expenses and optimize their financial management. We provide modern payment methods like multi-currency physical and virtual business Visa cards and a powerful spend management platform to track and control expenses—all in one seamless interface.

Our founders are serial entrepreneurs who have launched startups both in emerging markets and the U.S. We're backed by leading international investors, including QED Investors, BECO Capital, Global Ventures, Endeavor Catalyst, Endure Capital, and OTG Ventures. We're also part of the Visa Fintech Fast Track program among an elite group of fintechs.

Inspired by fellow founders building amazing things all over the world, we're on a mission to power SME and startup growth in emerging markets to bridge the business financial inclusion gap.

We are seeking a Customer Support Specialist, with a startup mindset, who will communicate with customers, resolve issues, and assist in the use of Tribal products and services. This role blends a customer support focus with technical product expertise. The position is 100% remote, based in Colombia, and will report to the Head of Customer Support.

**As the **Customer Support Specialist **you will...**
- Provide customer support related to use of the Tribal card and related features.
- Respond to customer inquiries related to billing (payments, invoices, and FX discrepancies), UI/Dashboards (usage, login assistance, account verification), credit (CLI increase requests and temporary credit research cases), transactions, card issuance, and user limits.
- Monitor customer questions and concerns via various social media platforms and proactively provide assistance and solutions.
- Provide accurate, valid, and detailed information by using the right tools (Zendesk Support, Looker and Asana) in a way that is aligned with respective workflows and KPIs.
- Partner with Product and Engineering teams to support technical issues
- Discuss customer feedback with Sales, Marketing and Product in order to improve the customer experience and Tribal product features
- Document processes and develop customer user guides

**Who You Are**
- Previous experience in FinTech or working for a company providing payments and other financial solutions to start-ups and SMBs strongly preferred.
- Fraud/Dispute process analysis experience
- Bachelor degree in technology or other related field preferred
- Experience with Zendesk, Looker, and Asana preferred
- Comfortable using a wide variety of technical support tools, as well as discussing technical issues when troubleshooting.
- Demonstrate empathy with customers and have a solutions oriented approach to everything you do.
- Fluent in Spanish and English required
- Agile, flexible, and responsive approach to work.
- Enthusiastic, positive, friendly and a great sense of humor

**Benefits**
- 100% employer paid healthcare insurance for team members and family.
- 13th month salary.
- Unlimited time off and all public holidays.
- Allowance for home office equipment.
- Headspace subscription.
- Highly supportive team culture.
- 100% remote, flexible work environment.
- Market-competitive salaries.
- Top-notch project management, productivity, and team engagement tools.
- Unlimited learning resources, and much more.

**Equal Employment Opportunity**

**Tribal Privacy Statement

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