To act as the 'First Line of Defense' for the Spanish-speaking client base
Handle daily volume of Live Chats and Tickets within SLA (response time < 60s for chat)
Execute Level 1 SOPs for Password Resets, Deposit Declines, and Withdrawal Status queries
Assist clients with Webtrader login errors, platform navigation, and basic trade inquiries (e.g., 'Why was my trade closed?')
Explain rejection reasons to clients clearly in Spanish to help them get verified faster
Triage technical bugs to the Tech Lead and complex complaints to Compliance
Assist in localizing Help Center articles and macro templates into LATAM Spanish
Communicate effectively and professionally with clients via email, live chat, and tickets
Support the onboarding process for new clients and update existing client accounts as needed
Verify and monitor KYC documentation for new clients and collaborate with compliance to resolve discrepancies
Maintain accurate records of client interactions and KYC approvals
Process manual transactions (creating and/or reassigning)
Engage with assigned clients proactively to address their needs and ensure satisfaction
Collaborate with the Team Leader to implement strategies for retaining valuable clients
Adhere to any requests related to the above points while upholding the company’s values (Ethics, Commitment, Innovation)

1–3 years experience in Customer Support (Forex/Fintech experience is a major plus)
Native Spanish and Fluent English (Written & Spoken) is essential, any other languages will be considered an advantage
Comfortable using ticketing systems (e.g., Zendesk) and Proprietary Webtraders/Trading Platforms
High emotional intelligence, patience, and the ability to simplify complex financial terms for beginners
Willingness to work on a rotating shift schedule (Late shifts are required for this market

Client Support Agent – Spanish, English

About this role