Job description
Why should you join dLocal?
dLocal enables the biggest companies in the world to collect payments in 40 countries in emerging markets. Global brands rely on us to increase conversion rates and simplify payment expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to make inroads into the world’s fastest-growing, emerging markets.
By joining us you will be a part of an amazing global team that makes it all happen, in a flexible, remote-first dynamic culture with travel, health and learning benefits, among others. Being a part of dLocal means working with 1000+ teammates from 30+ different nationalities and developing an international career that impacts millions of people’s daily lives. We are builders, we never run from a challenge, we are customer-centric, and if this sounds like you, we know you will thrive in our team.
What’s the opportunity?
We are looking for a Customer Success Associate who will be responsible for assisting customers experiencing any operating or procedural difficulty with the use of our products. Looking for a reliable, detail-oriented, hard-working individual to join our Customer Success team, working with both our internal teams as well as clients.
What will I be doing?
- Updates tickets with appropriate journal entries of activities and closes tickets with resolution entered upon completion of the job.
- Escalates more complex and/or high-priority problems when needed to appropriate support personnel for resolution or escalation path.
- Verifies that suggested solutions effectively resolve the customers’ problems through verbal or email follow-up.
- Promote a “customer first” environment at all times.
- Build fun and welcoming client relationships.
- Provide top-quality service complying with the SLA’s defined, helping to ensure customer satisfaction and strengthening customer relationships.
- Handle customer interactions with diplomacy and tact. The individual must be able to gauge the customer’s technical ability and communicate with them in appropriate technical or nontechnical language in a noncondescending manner.
- Be organized, detail-oriented, take initiative and follow up independently.
- Acquire excellent product knowledge to guarantee the quality of service provided to customers.
- Push yourself and the team by recognizing and suggesting areas of improvement.
- Interact and work together with the different areas of the company.
What skills do I need?
- Bachelor’s degree in administration, industrial engineering, communication, or any related field (in process or completed).
- Passion for customer success and deep interest in understanding client needs.
- Previous experience working in Customer Support teams.
- Excellent interpersonal and communication skills to build effective relationships with customers and work effectively with them.
- Great Attitude!
- Ability to learn quickly and be resourceful.
- Fluent in written and spoken English to provide effective communication and support.
- Basic Knowledge of SQL is a plus.
- Excel skills are a plus.
What do we offer?
Besides the tailored benefits we have for each country, dLocal will help you thrive and go that extra mile by offering you:
- Remote work: work from anywhere or one of our offices around the globe!*
- Flexibility: we have flexible schedules and we are driven by performance.
- Fintech industry: work in a dynamic and ever-evolving environment, with plenty to build and boost your creativity.
- Referral bonus program: our internal talents are the best recruiters - refer someone ideal for a role and get rewarded.
- Learning & development: get access to a Premium Coursera subscription.
- Language classes: we provide free English, Spanish, or Portuguese classes.
- Social budget: you’ll get a monthly budget to chill out with your team (in person or remotely) and deepen your connections!
- dLocal Houses: want to rent a house to spend one week anywhere in the world coworking with your team? We’ve got your back!
*For people based in Montevideo (Uruguay) applying to non-IT roles, 55% monthly attendance to the office is required
What happens after you apply?
Our Talent Acquisition team is invested in creating the best candidate experience possible, so don’t worry, you will definitely hear from us. We will review your CV and keep you posted by email at every step of the process!
Also, you can check out our webpage, Linkedin, Instagram, and Youtube for more about dLocal!
