Customer Support Executive - Portuguese Speaker

Exness·Uruguay·Удалённо·4 нед. назад

At Exness, we are not just a leading trading broker—we’ve reimagined what it takes to be a leader. With 40M+ trades a day and 2,000+ people across 13 countries, we combine scale, care, and real tech to make trading better for 1M+ clients worldwide.

Recognised globally as a Best Place to Work, we’re a people-first company where long-term wins always matter more. As part of our team, you will shape the future of fintech with real technology, care, and purpose.

Why this role matters

A Customer Support Executive (CSE) at Exness needs to take on a business critical position by providing excellent services, support and issue resolution across all types of communication channels to our existing and potential new clients.
They will support our clients through live-chats and email as well as phone calls.
A Customer Support Executive (CSE) will require excellent communication skills, a strong understanding of our products and services as well as a passion for delivering top-notch customer experiences.

The role is based in our Uruguay Office. In case of relocation, we offer full relocation support for you and your family to make your move smooth and worry-free.

What you'll actually do

To process client's request and solve issues via live chat, phone call and email by navigating multiple programs while paying attention to accuracy and detail;
To identify and escalate technical issues to the appropriate teams for resolution;
To investigate and escalate when necessary any trading related complaint;
To facilitate client payments by escalating payment account verifications when necessary;
To update clients on their request status accordingly;
To educate customers on the features and functionalities of our products and services, guiding them through best practices;
To conduct verification calls to facilitate the termination of client accounts;
To conduct security and verification video calls to facilitate the change of security type of client accounts;
To verify documents submitted by clients within specific regions;
To facilitate effective communication of internal requests to clients;
To report any suspicious activity to team leaders for investigation;
To report any potential incident or system degradation for investigation and resolution.
Assist clients throughout the onboarding process, addressing any issues or questions they encounter during their account setup
Triage of SOF CASES and escalation to the right teams
Handle SOF cases when clients come to chats for SIMPLE cases
Terminations of Clients due to final KYC rejections
Communications with Clients for SOF cases
Communications with Clients’ to provide renewed KYC docs, recompletion of EP
Checking liveness pending cases to match against POI (the ones that SS cannot process automatically)
To stay up-to-date on industry trends, regulatory changes, and new product developments to provide accurate and relevant information to customers;
To understand the Company's business functions & roles by attending company seminars and meeting the required assessment target;
To stay updated on the knowledge by attending monthly knowledge quiz
To achieve quarterly KPI targets set by CS Manager;
To maintain information accuracy to our clients through strict adherence to quality assurance standards;
To uphold company standards by ensuring high levels of customer satisfaction through attentive service;
To ensure efficient handling of workload;
To ensure timely acceptance of received tasks via our channels;
To perform other ad hoc tasks assigned by manager and team leaders;

Who we’re looking for

Bachelor's Degree in Business, Communications, or a related field preferred. Proven experience in a customer-facing role is a strong asset.
Experience Needed: 0–2 years of experience in any call center, BPO, or customer service role.
Proficiency in using CRM systems and other customer support tools
Basic understanding of KYC/AML compliance and payment processes.
Good communication skills in English and Portuguese
Strong client-facing and communication skills
Strong Customer service orientation and mindset
Strong problem-solving skills and the ability to think critically
Strong multitasking skills
Self-motivated and highly reliable personality
Integrity
Ownership
Willingness to go the extra mile
Ability to maintain a professional, empathetic, and patient tone across all channels (phone, email, chat), even when dealing with frustrated clients.

What we offer along the way

Competitive salary and annual performance bonus
Full relocation support for you and your family — flights, housing, visas, and legal assistance included
Top-tier health insurance with full family coverage — medical, dental, vision, mental health — plus life insurance for peace of mind
Unlimited learning opportunities: external courses, English lessons, career and leadership development
Education allowance covering school and kindergarten fees
21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave
Employee appreciation program: branded gifts, birthday day-offs, celebration budgets for weddings, newborns, and milestones
“Get to know Team” trips — meet colleagues across our global hubs, along with company-wide offsites that raise the bar
Employee share scheme — grow with us

What your journey looks like

Intro call with Recruiter (30 minutes)
English check (if needed)
Written & Verbal Assessment (45 minutes)
Final interview (45 minutes)

What it's like here

We share the real Exness experience - our people, ideas, moments, and everything in between.

Sounds like you? Apply.

Please note: We occasionally amend or withdraw Exness jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Exness/Exness Group companies around the world. Exness Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Exness. Anyone who demands such a fee is not an authorized Exness representative and you are strongly advised to refuse any such demand.

At Exness, we're an equal opportunity employer where every individual is valued. No matter your race, color, religion, sex, national origin, sexual orientation, gender identity or disability, we welcome you. As an international fintech company, we embrace the richness of our diverse team, respecting each individual and promoting gender equality for all genders in our workforce.