Operations Support Senior Associate

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dLocal

📍Remote - Argentina, Uruguay

Summary

Join dLocal as an Operations Support Sr Associate and provide empathetic email support, handle payment inquiries, and resolve issues efficiently. You will identify recurring problems, suggest process improvements, and enhance the overall customer experience. This role involves collaborating with a team, using support tools, and contributing to quality assurance. The ideal candidate possesses a Bachelor’s degree, 3+ years of customer support experience, fluency in English, and a strong understanding of support best practices. dLocal offers remote work flexibility, a dynamic fintech environment, referral bonuses, learning and development opportunities, language classes, a social budget, and dLocal Houses.

Requirements

  • Bachelor’s degree in Administration, Business, Communication, or a related field (completed or ongoing)
  • Fluent English required; Portuguese is strongly preferred but not mandatory
  • 3+ years of experience in customer support or similar roles, ideally within payments, fintech, or B2C tech environments
  • Proven understanding of support best practices, with hands-on experience using metrics such as CSAT, SLA, etc
  • Experience using support tools (Intercom experience is a strong plus)
  • Strong sense of ownership and attention to detail, with the ability to spot gaps and suggest improvements
  • Creative and proactive mindset, with the ability to bring new ideas to enhance team performance and customer experience
  • Excellent communication and interpersonal skills, with a focus on clarity, empathy, and tone consistency
  • Comfortable working in fast-paced environments, adapting to change, and handling multiple priorities effectively

Responsibilities

  • Provide customer support via email (Intercom) to end-users (final consumers), managing tickets efficiently and empathetically
  • Handle payment-related inquiries, including verification, troubleshooting, and refunds
  • Identify recurring issues and actively contribute to building sustainable, user-focused solutions
  • Help enhance the support experience by suggesting improvements to processes, workflows, and documentation
  • Contribute to quality assurance efforts by reviewing conversations and identifying areas for improvement
  • Support continuous improvement initiatives by analyzing feedback, trends, and support performance metrics
  • Collaborate in a team-driven environment where proactive communication and shared ownership are key to success

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!

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