Customer Support Agent

About Kiwi Kiwi is a dynamic and fast-growing fintech company dedicated to providing personal loans to underserved communities. Our mission is to empower U.S. Latino consumers by helping them access capital, build credit history, and save money through AI-driven solutions. About the Role Are you passionate about delivering exceptional customer experiences in a fast-paced fintech environment? We’re looking for a Customer Support Agent with strong communication skills, tech-savviness, and a problem-solving mindset to join our growing Client Services team. In this role, you’ll serve Kiwi’s existing customers across our different products, handling their day-to-day needs by phone, chat, and email, in Spanish and English. Your ability to communicate clearly, remain empathetic under pressure, understand financial terminology, and follow Kiwi’s policies and compliance regulations will be key to your success. Qualifications - 2+ years of experience in BPOs, call centers, or similar customer-facing roles. - Bilingual: native Spanish and fluent English, both written and spoken. - Experience using Zendesk, Atlassian (Jira, Confluence), and other support tools; comfortable working across several systems at once. - Understanding of financial concepts such as interest rates, credit scores, loan terms, DPD, etc. - Schedule availability for early/late shifts and rotating weekends. Core Soft Skills - Problem-Solving: Resourceful and logical approach to resolving customer issues on first contact. - Communication: Strong verbal and written skills, especially when addressing difficult or confused customers. - Empathy & Patience: You listen with care and stay calm under pressure. - Attention to Detail: You follow processes and policies consistently and document every case accurately. - Adaptability: Comfortable handling varied customer requests and scenarios. - Teamwork: You work closely with other agents and departments to ensure excellent service.