- Professional
- Escritório em Madrid
We are looking for a Customer Support Agent to join our team in Spain.
You will support CEX.IO clients with their inquiries, troubleshoot issues, and ensure a seamless experience across our products and services. You will collaborate closely with Compliance, Operations, and Product teams to resolve issues quickly while maintaining the highest standards of professionalism and accuracy.
Main tasks and responsibilities:
- Respond promptly and professionally to customer inquiries via email, chat, and phone.
- Assist customers with account setup, transactions, payments, and technical troubleshooting.
- Guide customers through KYC/AML verification processes in line with regulatory requirements.
- Escalate complex cases to the appropriate departments (e.g., Compliance, Risk, Product).
- Document and track customer interactions using our CRM system.
- Provide feedback to the Product team on recurring customer issues to improve user experience.
- Contribute to building and updating internal knowledge bases and FAQs.
- Ensure compliance with data protection, security, and regulatory standards.
Essential requirements:
- Proven experience in Customer Support, preferably in fintech, banking, or a regulated industry.
- Familiarity with financial services, payments, or crypto products is a strong plus.
- Ability to build rapport and collaborate with others within the company and externally.
- Strong problem-solving and analytical skills.
- Fluency in Spanish and English is required.
- Proven ability to quickly learn a new technology product.
- Strong ‘get things done’ approach.
