Bilingual Chat Support Agent (English/Portuguese)

About the job:
Full-time
About Oxygen:

Oxygen is a modern financial platform designed for the 21st-century economy, tailored to meet the unique needs of today’s consumers and small businesses (freelancers, solopreneurs and modern SMBs). We believe beauty lies in simplicity, from design to utility, and build our ever-growing product suite with this in mind. And we’re just getting started. At Oxygen, we’re focused on lifting up those who dare to push boundaries and redefine what’s possible by delivering on our promise to be a more fair financial partner. The next generation building the future is writing their own rules and shattering expectations. So are we. For those who reject the status quo, welcome to Banking for the Extraordinary. Let’s create the future!

About the role:

Customer trust and experience is our top priority at Oxygen and we are committed to delivering customer delight and trust with every customer interaction. The Chat Support Agent is a core member of the Customer Operations team who will be responsible to find win-win solutions to both low and complex customer needs. As a trained expert, the Solutions Specialist will have the latitude to use their best judgment and take decisions in the exercise of their function, and be accountable for delivering world-class experiences that surpass customers’ needs and expectations, by providing educated advice to customers via chat channel or emails while maintaining the highest degree of accuracy and professionalism. The company is in an exciting and rapid growth phase, which is why we prioritize instilling trust in our customers. 

What you’ll do:
Be the voice of Oxygen by representing our values and mission
Provide prompt, courteous and efficient service by Chat, email and potentially by phone regarding various financial services questions and concerns in a timely and effective manner that exceeds customer expectations
Be a customer advocate while capturing feedback and work closely with management to find solutions
Serve as subject matter expert to properly advise and support customers
Anticipate customer needs in order to thoughtfully promote various products through cross-selling/value-add opportunities when appropriate
Identify and suggest possible improvements on procedures internally
Maintain a very good understanding and remain current of all our Policy and Procedures
Handle at times demanding customers independently with limited supervision
Evaluate customer support processes and identify areas for improvement to enhance efficiency, customer experience, and decision-making effectiveness
Brainstorm with management to provide input and suggestions to help improve and innovate our service offering
Develop knowledge of Oxygen’s products and features is essential to provide expert guidance on tier upgrades, qualifications, and associated benefits
Resolve complex customer inquiries and issues by independently handling escalated customer concerns and finding appropriate resolutions while adhering to company policies and guidelines
Evaluate customer requests for refunds or credits based on established guidelines and making decisions on whether to approve or deny them
Effectively demonstrate critical thinking to find sound solutions, make educated and informed exceptions for situations where standard procedures may not apply to ensure customer satisfaction, while always considering the business implications accordingly
Train new solutions specialist team members by sharing expertise, best practices, and decision-making approaches
Ensuring that decisions and actions align with applicable laws, regulations, and company policies to maintain compliance and mitigate risk
Additional relevant duties as assigned
About you:
Bachelor’s degree
3+ years of experience in customer communications and success in Financial services
Excellent verbal and written communication skills in English and Portuguese
Knowledge of G Suite functionalities
Prior experience with CRM platforms such as Intercom, Zendesk and Salesforce Knowledge of Regulation E, Regulation Z and dispute processes
Experience in working with BPOs
Excellent judgment and decision making ability to find solutions and provide advice on matters impactful to the client and the business.
Analytical, problem solving and results oriented skill set
A demonstrable desire for innovation, continuous learning and improvement
Customer service excellence is a must, with a passion for service and ownership of each customer contact
Desire to work hard, produce results and have fun doing it
High sense of accountability and self sufficiency
Highly organized individual with strong attention to detail
Ability to multitask, prioritize work and time management skills in a fast paced environment
Ability to handle large volume of information with accuracy
Ability to work independently and within a team environment
Strong cross-functional collaboration skills, fostering cooperation and alignment across teams
Excellent time management skills; Ability to react and respond to the critical demands of the department with competing deadlines
Excellent technical skills must be able to use both PC and Mac operating systems and proficient in google suite products, data analysis and internet technologies
Major pluses:
Have experience in hyper-growth, start-up environment
Specific experience in both asset and liability servicing preferred
Show an appreciation for nuance and a desire to build consensus in a diverse and multicultural environment

Compensation and Benefits:

The final compensation package for this role will be determined during the interview process and is based on a variety of factors, including, but not limited to, geographic location, internal equity, education, skill set, experience and training. 

Oxygen also offers comprehensive benefits, including stock options, medical, dental, and vision plans, flexible spending accounts, pre-tax commuter benefits, a retirement plan, flex time off, paid parental leave, employer paid disability coverage, and additional health and wellbeing perks and benefits. Oxygen reserves the right to amend or modify employee perks and benefits at any time.

Not sure you qualify?

Don’t meet every single requirement? At Oxygen, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.