Customer Success Support Agent (LATAM)

About the role

The Libertex Group, an online trading platform offering CFDs on commodities, Forex, ETFs and cryptocurrencies, is hiring a Customer Support Specialist. The agent assists clients in resolving issues, explains products and services, takes calls and handles inquiries by chat and email, helping clients understand the product and their trading positions. The role covers shift work from 08:00 to 17:00, 09:00 to 18:00, 10:00 to 19:00, 11:00 to 20:00, 12:00 to 21:00, 13:00 to 22:00 or 14:00 to 23:00 Argentina time, Monday through Sunday.

Key responsibilities

• Provide real-time support to LATAM clients via chats, tickets, phone calls and email.
• Help clients resolve technical issues and troubleshoot.
• Escalate issues on the Libertex, MetaTrader 4 and MetaTrader 5 platforms to the relevant departments.
• Liaise with departments to solve problems and with compliance staff on complaints.
• Inform clients about documents and materials needed for client services registration.
• Promote available products and services and build relationships with potential and existing clients.
• Meet key performance indicators and perform other duties as necessary.

Required profile

• Native Spanish and English at B2 level; excellent verbal and written communication.
• Ability to work under stress and to recognise a client's emotional state.
• Shift availability on weekdays and weekends.
• Previous customer support experience is a significant advantage.

Required skills

• Stable internet connection.
• Excellent computer skills with Google Spreadsheets and Google Docs.
• Advantageous: knowledge of MetaTrader 4 and MetaTrader 5, and trading experience.

What we offer

• 21 working days of annual leave.
• Remote work option.
• Friendly colleagues and a cohesive team.
• Unlimited Udemy Business membership.
• Professional and personal growth opportunities.