Customer Service Agent

TrueLayer is Europe’s fastest-growing Pay by Bank network, and they are seeking a Customer Service Agent to join their team. In this role, you will be the first point of contact for merchant partners and end users, providing support across multiple channels and ensuring a seamless customer experience as the company expands in Brazil.

Responsibilities:

• 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
• 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
• Experience supporting payments, open banking, or financial services products
• Familiarity with Brazil's financial regulatory landscape, including Banco Central do Brasil regulations and PIX
• Professional proficiency in Spanish, an advantage for supporting wider LatAm operations
• Experience writing or contributing to support documentation or knowledge bases
• Exposure to API or technical integrations – curiosity and the ability to learn technical concepts is what matters most here