Analista de Atención al Cliente
Core
L1 Customer Support Analyst serving Cashea's users via digital channels (in-app and WhatsApp) to provide fast, precise, and empathetic support.
Role type
L1 Customer Support Analyst
Builds
Customer support interactions and case resolutions for a fintech BNPL platform
Domain
Fintech / BNPL / Digital Banking
Required skills
Spanish writing and grammar, digital tools proficiency, SOP adherence, ticket management, KPI tracking
Preferred skills
Fintech experience, critical thinking, result orientation, pressure management
Responsibilities
Respond to user inquiries via Intercom (in-app and WhatsApp), investigate and resolve cases at first contact, register conversation details and tags, meet KPIs (response time, AHT, FCR, CSAT), follow security policies and brand tone, report recurring issues to Team Leader, participate in quality calibrations and feedback sessions