Customer Support Agent

Step into the future of finance with UGLYCASH! We’re on a mission to shatter the norms of traditional banking and make financial freedom a reality for everyone. As a bold, cutting-edge platform, UGLYCASH is rewriting the rules of how people interact with money—and we want talent like you to help make it happen. Ready to disrupt the system and create something extraordinary? Let’s go!

In the last 10 weeks, we’ve seen a weighted average WoW growth of 24.6% in members adding funds to UGLYCASH on a stablecoin model based in  Rtokens by the Reserve protocol, aiming to offer global banking-like services regulated in the future crypto capital of the world, the USA.

We are seeking new support agents to join our Member Experience team. We're looking for dynamic individuals who embody the essence of startup culture; bold, brave, and willing to put in the extra time and effort. This is a position that will require heavy time dedication and a consistent passion to push our project forward. As a member of our team, you'll be at the forefront of building something different, exciting, everchanging, and truly remarkable.

We provide unequivocal service and support to our members. They will look to you and rely on you for personalized guidance as they build their financial journey with us; you will be the support they never forget!

Responsibilities

Support Agent – chats and customer-facing interactions

• Handle customer concerns, complaints, and inquiries
• Manage customer relations
• Build customer loyalty and advocacy
• Document customer interactions
• Monitor customer satisfaction

Member Experience – Intercom flows, performance goals, customer support material

• Design customer journeys
• Understand customer needs and expectations
• Set and monitor performance goals
• Implement experience strategy
• Manage customer support material

Reports & Analytics – SLA adherence and performance analysis

• Measure and analyze customer feedback
• Measure and analyze member advisor performance
• Share feedback and performance reports

Product Support – escalation, troubleshooting, innovation, resolution

• Investigate and escalate product issues
• Provide technical assistance to members
• Contribute innovative resolution strategies
• Stay up-to-date on product progress and feature releases
• Assist in customer acquisition strategies and help create effective marketing campaigns

Procedure Development & Maintenance

• Maintain workspace documentation and information
• Implement and adhere to policies and procedures
• Create and analyze procedures; close efficiency gaps
• Assist in customer acquisition strategies and help create effective marketing campaigns

Collaboration

• Work closely with other teams on projects and feature launches

• Startup energy, mentality and multi-tasking bandwidth

• Bi-lingual; fluency in both Spanish and English (customers are based in the US, Mexico, and Latin America)
• Comfortable with customer-facing interactions (chat, phone, WhatsApp, and video-calls)
• Strong communication skills
• Ability to work collaboratively in a fast-paced environment
• Ability to work in-office at our Buenos Aires (Belgrano) office, Monday through Thursday
• Passion for innovation and driving positive change
• Excellent analytical and problem-solving skills
• General understanding of the financial services landscape
• Bonus (not required):
• Experience with Intercom CRM, Slack, and Notion
• Experience with financial application services, neobanking, and cryptocurrency
• Engineering or IT background

• Do something meaningful, helping people around the world access a safe and transparent financial system
• Be part of a fast-moving, challenging, and unique opportunity
• Training: We provide an in-depth 2-week training on our company structure, the tools we use, how we use them, and the product we provide so you can best serve our customers

• Compensation: We offer a competitive compensation plan; salaries are 100% USD-denominated*
• Location: Convenient and centrally located office in the Belgrano neighborhood of Buenos Aires.
• Nomadic work opportunities: Enjoy the flexibility of working remotely for 2 months a year.
• Paid time off: Our policy includes 3 weeks of vacation, sick days, company holidays, and bonus anniversary days.
• Parental & bereavement leave: Paid parental leave for new parents, including maternity, paternity, and adoption leave.

If you're ready to join a mission-driven team and help build the future of financial services, we want to hear from you!

*salaries are USD-denominated and paid in eUSD stablecoins

Best Friend Finance is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.