Customer Service Associate – Spanish & Portuguese (LATAM)

About the role

Zeal Group, an award‑winning FinTech firm, is seeking a bilingual Customer Service Associate to support its LATAM clientele. The position is ideal for a professional based in Latin America who can deliver high‑quality assistance across chat, email and phone channels.

Key responsibilities

• Provide timely, accurate, and professional support to customers via live chat, email and phone.
• Handle inbound and outbound interactions, including service follow‑ups and occasional telesales.
• Follow SOPs, internal guidelines and service standards while meeting KPIs such as response time, resolution quality and customer satisfaction.
• Identify, document and escalate recurring issues, operational gaps and complex cases to the Team Leader.
• Share trends and common enquiries to help improve processes and products.
• Stay updated on product knowledge, campaigns and system changes through regular training.
• Collaborate with internal stakeholders to ensure smooth issue resolution.

Required profile

• Diploma or degree in any discipline.
• Minimum 3 years of experience in customer service, contact‑centre or similar client‑facing roles.
• Fluent in both Spanish and Portuguese.
• Based in LATAM with a strong understanding of local customer behaviour and service expectations.
• Experience in FX/CFD, trading, crypto, iGaming or fast‑paced financial services is preferred.

Required skills