Customer Support Agent

About the role

We are looking for a Customer Support Agent to join Lupa, a fast‑growing fintech transforming money management in Latin America. In this frontline position you will be the first point of contact for users facing financial challenges, turning complex issues into clear, helpful guidance.

Key responsibilities

• Provide timely support via chat and email, with phone support to be added soon.
• Troubleshoot user problems related to transactions, accounts and app features.
• Explain financial and technical concepts in simple, user‑friendly language.
• Work closely with Payments, Cards, Compliance, Social Media, Product and Engineering teams to resolve escalated cases.
• Adapt quickly to new product features and evolving processes.
• Meet and exceed performance KPIs.

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.
• Proactive problem‑solver with a focus on performance metrics.
• Comfortable with rapid change and hybrid work (3–4 days onsite).
• Currently residing in Buenos Aires, São Paulo or Bogotá.

Required skills

• Chat platforms
• Email platforms

What we offer

• Opportunity to work at a fast‑growing fintech shaping LATAM finance.
• Hybrid work model with a real office in your city.
• Clear KPI‑driven career progression.