Hybrid | Full-Time | Buenos Aires · São Paulo · Bogotá

Overview

At Lupa, we're hiring for a Customer Support Agent for a fast-growing fintech redefining how people in Latin America access and manage their money.

This is a frontline role — you'll be the first point of contact for real users navigating real financial challenges. You won't just be closing tickets. You'll be translating complex financial and technical concepts into clear, human language, collaborating with internal teams to resolve the cases that need escalation, and contributing directly to a product that's changing how LATAM handles money.

If you're empathetic, sharp, and thrive in fast-paced environments where the product changes under your feet — this one's for you.

What You'll Do
- Deliver timely, excellent support via chat and email (with phone support coming soon)
- Troubleshoot user issues related to transactions, accounts, and app features
- Explain complex financial and technical concepts in simple, accessible language
- Collaborate with internal teams — Payments, Cards, Compliance, Social Media, Product,



and Engineering — to resolve complex cases
- Adapt quickly to new product features and processes as the company scales
- Meet and exceed KPIs to contribute to overall team success

Who You Are

Must-haves
- 1.5–3 years of experience in customer support — fintech experience strongly preferred
- Native/fluent Spanish (Buenos Aires or Bogotá) or Portuguese (São Paulo) + B2+ English
- Customer-centric and empathetic — you genuinely care about solving the user's problem
- Strong communicator — you make complex things simple, in writing and in conversation
- Problem solver who takes initiative and goes the extra mile
- KPI-aware and performance-focused — you know what good looks like and push toward it
- Adaptable — you thrive when processes and products change fast
- Able to commit to a hybrid schedule — in-office 3–4 days per week
- Currently living in Buenos Aires, São Paulo, or Bogotá — no

📌 Customer Support Agent (Buenos Aires)
🏢 Lupa Hire
📍 Buenos Aires