[Hiring] Customer Support Analyst @Localpayment

Role Description

We are looking for a Customer Support Analyst for our key enterprise clients, driving retention through proactive issue resolution, performance analysis, and strategic client engagement in the dynamic world of cross-border payments.

Qualifications

• At least 3+ years in fintech or customer support.
• Proven expertise in payments processing, incident management, and client-facing roles in multinational settings.

Requirements

• Deep knowledge of payment flows (authorization, capture, cancellation, refund) and Latin American payment methods (Pix, Boleto, SPEI, PSE, Oxxo, Rapipago, local cards).
• Proficiency in observability tools like Grafana for log analysis and root cause identification.
• Familiarity with support platforms like Zendesk or Zoho Desk, Slack, Jira, proprietary backoffice systems, and Excel for basic reporting.
• High attention to detail and excellent organizational capacity.
• Ability to simultaneously manage multiple critical tasks and coordination.
• Formal fluency in English and Spanish for executive-level discussions and technical documentation with international clients.
• Strong leadership in mentoring junior staff.
• Exceptional problem-solving under pressure.
• Ability to manage multiple high-priority escalations while fostering cross-team collaboration.

Company Description

Localpayment is a fintech company specializing in local and cross-border payment solutions for emerging markets. Our platform enables global companies to accept payments in local currencies through native methods in each country, facilitating their international expansion.

In 2024, Localpayment entered into a strategic partnership with Aleph Group, a global technology and digital media company. This collaboration enhances our capabilities and reach, combining robust payment infrastructure with a broader digital ecosystem.