Fintiba GmbH · 1 month ago
Customer Support Agent (Spanish & Chinese) - LatAm (Remote Freelance) (f/m/d)
United States
Full-time
Remote
Entry, Mid Level
2+ years expFintiba GmbH is a fast-growing company based in Frankfurt am Main that provides online-based solutions for international students in Germany. They are looking for a motivated Customer Support Agent who will assist international customers with inquiries about their products and services, ensuring a high level of customer satisfaction while working in a multicultural environment.
Education
Responsibilities
You will support international customers via email (Zendesk), phone, and occasionally chat with questions about our products, services, and processes
You will prioritize and categorize tickets according to SLAs and use macros and templates effectively
You will handle customer concerns independently and follow up proactively until they are completely resolved
You will escalate cases based on a defined escalation matrix and ensure a smooth handover to other teams
You will ensure professional and error-free communication in terms of tone, grammar, and spelling
You will work in a goal-oriented manner according to KPIs such as response time, solution time, and customer satisfaction
You maintain the knowledge base, report gaps, and actively contribute to improving documentation
You work closely with internal teams (e.g., banking, insurance, operations, technology) and external partners to resolve customer cases efficiently
You identify recurring problems and provide structured feedback to further develop processes and products
Qualification
Required
At least 2 years of experience in customer service or contact center environments
Strong customer and service orientation
Excellent written and spoken Spanish, English and Chinese skills
Confident use of ticketing systems (preferably Zendesk) and standard office tools
Familiarity with SLAs, KPIs, and SOPs; reliability in achieving goals and adhering to process discipline
Strong de-escalation skills and the ability to handle difficult customer situations professionally
Fully remote-capable: stable internet connection, quiet workspace, headset, and reliable availability
Preferred
Experience in fintech, banking, insurance, or supporting international students
Benefits
Competitive salary with performance-linked incentives.
Company
Fintiba GmbH
Fintiba is a fast-growing company based in Frankfurt am Main and the market leader in online-based solutions for international students and expats in Germany.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Bastian Krieghoff
CEO
Company data provided by crunchbase