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Opportunities

Customer Support Analyst at Hola Cash
Mexico / Remote

Hola Cash is empowering the LatAm public with the convenience, speed and reliability of cutting-edge payments technology that they can trust. 

Through a friendly and intuitive interface, we are empowering our merchant customers to participate in the Digital Economy through a one-stop shop for payments acceptance .

With customers at the heart of our decisions, Hola Cash is removing barriers, building better user experiences, and providing greater access to financial services in Latin America beginning with Mexico.

 

ABOUT THE ROLE

The Customer Support Analyst is rooted in an intrinsic motivation to help HolaCash users find solutions to their challenges, using this leading role to keep a “customer obsessed” mindset in all the customer support agents, eager to learn, teach and exceed expectations to provide an unforgettable experience by anticipating common issues that a merchant could encounter and providing solutions in advance.

 

The ideal candidate has a sense of ownership and dedication mixed with a self driving execution, supporting the operation to provide a close follow up to each merchant's needs, making the merchant journey a guide to constantly provide improvements, solutions and learn from every mistake. Joining the Customer support team at Hola Cash you’ll have the chance to build something that really matters from scratch, with a talent-powered and supportive team.

 

SOME THINGS WE CONSIDER CRITICAL FOR THIS ROLE

  • English and Spanish proficiency is required
  • Have at least 2 years of experience working with large companies focused on payments processing
  • Excellent communication skills, speaking and writing.  
  • Empathy is a core value for you. Understanding the what and why behind market issues is more important than being right. 
  • Work effectively with both the customer and internal teams to solve problems.
  • You are process-driven, constantly looking for creative problem-solving strategies to optimize time and execute.
  • You are adaptable and enjoy fast-paced environments, thriving when you have to multitask.

 

WHAT YOU’LL BE DOING

 

  • Be the primary contact and advocate for Hola Cash affiliated merchants
  • Become an expert regarding HolaCash products to identify improvement opportunities.
  • Support our customer agents day to day execution, and communicate with the internal stakeholders about improvements, bugs or issues in a timely manner throughout the process.
  • Working throughout the client's lifetime to develop strategies for scale and growth.
  • Document processes and policies, as well as bubble up areas of improvement to escalate them to the right teams