Monitoring And Support Associate

Summary

Join dLocal's Customer Success team as a Monitoring & Support Associate! You will be the primary point of contact for meeting service level agreements (SLAs) and handling any system issues during your shift. This role involves monitoring key metrics, identifying anomalies, troubleshooting problems, and collaborating with other teams. You will also focus on process optimization to enhance customer experience and prioritize urgent tasks. The position requires a bachelor's degree or student status, weekend availability, and advanced English fluency. Ideally, you will be based in China and have experience in payments or tech.

Requirements

• Bachelor's degree or student status
• Availability to work during weekends
• Advanced/Fluent English

Responsibilities

• Generate reports and monitor important industry metrics
• Monitor and identify anomalies or patterns to prevent escalation
• Involve, escalate, and communicate with other teams through proper channels
• Perform troubleshooting and make adjustments to ensure operational stability
• Innovate and find ways to optimize internal processes to improve customer experience
• Prioritize and respond to urgent tasks
• Maintain up-to-date knowledge of technical processes, functions, and requirements
• Manage tickets, questions, and issues reported by customers
• Follow up on internal issues to ensure SLAs are met

Preferred Qualifications

• Experience working in the payments or tech industry
• Knowledge of analytical tools (Excel, SQL, Databases, Kibana, etc.)

Benefits

• Flexible, remote-first dynamic culture with travel benefits
• Health benefits
• Learning benefits