Customer Success Associate

Summary

Join dLocal, a global payments company, as a Customer Success Associate! You will assist customers with operating or procedural difficulties using our products. This role requires excellent communication, problem-solving, and multitasking skills in a fast-paced environment. You will build client relationships, provide top-quality service, and ensure customer satisfaction. The ideal candidate is detail-oriented, takes initiative, and has a passion for customer success. dLocal offers remote work, flexible schedules, and various benefits, including a referral bonus program, learning and development opportunities, and language classes.

Requirements

• Students of Bachelor’s degree in computer science, IT or similar
• Passion for customer success and deep interest in understanding client needs
• 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 written and spoken English to provide effective communication and support

Responsibilities

• Promote a “customer first” environment at all times. Whatever it takes Mentality
• 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. Individual must be able to gauge the customer’s technical ability and communicate with them in appropriate technical or nontechnical language in a non-condescending 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
• 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

Preferred Qualifications

• Basic Knowledge of SQL is a plus
• Excel skills is a plus

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!