Customer Success Associate

Summary

Join dLocal, a global payments company, as a Customer Success Associate! You will assist customers with operating or procedural difficulties, escalating complex issues to appropriate personnel. Responsibilities include updating tickets, verifying solution effectiveness, promoting a customer-first environment, building client relationships, and providing top-quality service. You will handle customer interactions diplomatically, adapting communication to their technical abilities. The role requires organization, initiative, and excellent product knowledge. dLocal offers a remote-first, flexible work environment with various benefits.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• Basic Knowledge of SQL
• Excel skills

Benefits

• 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!