Customer Success Support
At a glance
Mid-level Customer Success role at Libertex Group. Remote, Colombia · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Give LATAM clients live help through chat, tickets, phone calls, and email
- Troubleshoot technical problems and route platform issues to the right departments
- Explain registration documents, trading positions, products, and available services
- Coordinate with compliance on complaints and other teams on client problems
- Maintain strong client relationships while meeting service and performance targets
What you bring
- Native Spanish and B2 English are mandatory for client communication
- You need reliable, high-quality internet and strong Google Docs and Google Spreadsheets skills
- You communicate clearly in writing and speech, stay effective under pressure, and respond appropriately to client emotions
- You can cover rotating shifts from morning through late evening Argentina time on weekdays and weekends
Who this fits
This role suits a customer support professional who can handle real-time financial platform questions across several channels. You will work remotely from Bogotá while covering shifts aligned to Argentina time, including weekends. Prior support experience, MetaTrader knowledge, and trading experience strengthen your fit.
From the employer
Libertex Group Overview
Established in 1997, the Libertex Group has helped shape the online trading industry by merging innovative technology, market movements and digital trends.
The multi-awarded online trading platform, Libertex, enables traders to access the market and invest in stocks or trade CFDs with underlying assets being commodities, Forex, ETFs, cryptocurrencies, and others.
A firm believer in the power of sports to inspire, empower and push for success, Libertex is the Official Online Trading Partner of Audi Revolut F1 Team.
We build innovative fintech so people can #TradeForMore with Libertex.
Job Overview
The Libertex Group includes a range of companies, brokers, dealers, educational and IT centers, allowing us to operate globally and serve clients from 120 countries. One of the company's priorities is conducting business in strict compliance with global and local regulatory requirements of target markets.
A Customer Support Specialist assists clients in resolving issues, provides information about products and services, takes calls, and processes inquiries via chat and email. The Customer Support Specialist helps clients understand the product and answers any questions related to their trading positions.
This position involves 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, 14:00 to 23:00 Argentina time, Monday through Sunday.
Main Responsibilities
- Provide real-time support to LATAM clients. Process client requests via chats, tickets, phone calls, and email.
- Support clients in resolving technical issues and troubleshooting.
- Escalate issues on the Libertex, MetaTrader 4, and MetaTrader 5 trading platforms to the relevant departments.
- Demonstrate impeccable phone etiquette and time management skills.
- Liaise with departments to solve problems.
- Liaise with compliance staff regarding complaints.
- Provide clients with all necessary information about documents and materials for client services registration.
- Properly address client requests and ensure a high level of service.
- Promote available products and services to clients.
- Develop and maintain excellent relationships with potential and existing clients.
- Contribute to teamwork by achieving key performance indicators.
- Perform other duties as necessary.
Requirements
- Stable and quality internet connection.
- Mandatory knowledge of: Spanish (native) and English (B2) languages.
- Excellent verbal and written communication skills.
- Ability to work effectively under stress.
- Developed communication skills.
- Ability to recognize a client's emotional state and react appropriately.
- Excellent computer skills (Google Spreadsheets, Google Docs).
- Ability to work shifts 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, 14:00 to 23:00 Argentina time, on weekdays and weekends.
Preferable Requirements:
- Previous experience in customer support will be considered a significant advantage.
- Knowledge of MetaTrader 4 and MetaTrader 5 platforms will be considered an advantage.
- Trading experience will be considered an advantage.
Benefits
- 21 working days of annual leave
- Opportunity to work remotely
- Friendly colleagues and a cohesive team
- Unlimited Udemy Business membership
- Opportunities for professional and personal growth in a fast-growing company
Libertex Group is an equal opportunity employer, fostering an inclusive and diverse environment. We do not discriminate based on any characteristic protected by the law. Candidate privacy is respected, and all data is securely stored and used solely for recruitment purposes, in line with GDPR and our internal policies. Unsuccessful applicants may have their data retained for future opportunities unless deletion is requested.
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