Customer Support Agent (Hybrid)

About the role

Lupa, a fast‑growing fintech in Latin America, is looking for a Customer Support Agent to join its hybrid team in Buenos Aires, São Paulo or Bogotá. You will be the first point of contact for users facing financial challenges, translating complex concepts into clear language and helping resolve issues across chat and email.

Key responsibilities

• Provide timely, high‑quality support via chat and email (phone support planned).
• Troubleshoot user issues related to transactions, accounts and app features.
• Explain financial and technical concepts in simple, accessible terms.
• Collaborate with Payments, Cards, Compliance, Social Media, Product and Engineering teams to resolve escalated cases.
• Adapt quickly to new product features and processes as the company scales.
• Meet and exceed KPIs that contribute to overall team success.

Required profile

• 1.5–3 years of customer support experience, preferably in fintech.
• Native or fluent Spanish (Buenos Aires or Bogotá) or Portuguese (São Paulo) plus B2+ English.
• Customer‑centric, empathetic and strong communicator.
• Problem‑solver who takes initiative and is KPI‑aware.
• Adaptable to fast‑changing processes and products.
• Willingness to work a hybrid schedule (3–4 days in office) and currently residing in one of the three cities.

Required skills

What we offer

• Opportunity to work at a high‑growth fintech reshaping money management in LATAM.
• Hybrid work model with a real office in your city.
• Clear performance metrics and career growth potential.