At INGOT, we believe in building high-performing teams where everyone is in the right seat – not just filling a role, but thriving in it. Our approach emphasizes in getting the right people in the right positions to drive business growth and success.
Here’s what that means for YOU:
- You’ll excel at what you do because you’re in a role that aligns with your skills and passions
- You’ll be aligned with our core values - High Ethics, Commitment and Innovation – we’re looking for team members who get it, want it, and have the capacity to do it
- We want you to thrive in an environment where your contributions matter, and you can make an impact on our mission.
If you’re a high-energy, results-driven professional who’s ready to take on a role that matches your expertise and values, we’d love to connect! Check out the details below and see if this is the right fit for you.
Purpose of Role/Summary:
To act as the "First Line of Defense" for the Spanish-speaking client base. You will handle inbound inquiries via Live Chat and Email, resolving 80% of issues (Login, Funding, Verification, Platform) on the first contact using established SOPs. You deliver a premium, personalized experience to LATAM/Spanish clients while maintaining strict operational compliance.
Main Activities and Responsibilities:
- Handle daily volume of Live Chats and Tickets within SLA (response time <
60s for chat), specifically during high-volume trading hours
- Execute Level 1 SOPs for Password Resets, Deposit Declines, and Withdrawal Status queries
- Assist clients with Webtrader login errors, platform navigation, and basic trade inquiries (e.G., "Why was my trade closed?")
- Explain rejection reasons to clients clearly in Spanish to help them get verified faster
- Triage technical bugs to the Tech Lead and complex complaints to Compliance
- Assist in localizing Help Center articles and macro templates into LATAM Spanish
- Communicate effectively and professionally with clients via email, live chat, and tickets
- Support the onboarding process for new clients and update existing client accounts as needed
- Verify and monitor KYC documentation for new clients and collaborate with compliance to resolve discrepancies
- Maintain accurate records of client interactions and KYC approvals
- Process manual transactions (creating and/or reassigning)
- Engage with assigned clients proactively to address their needs and ensure satisfaction
- Collaborate with the Team Leader to implement strategies for retaining valuable clients
- Adhere to any requests related to the above points while upholding the company’s values (Ethics, Commitment, Innovation)
Required Skills & Experience:
- 1–3 years experience in Customer Support (Forex/Fintech experience is a major plus)
- Native Spanish and Fluent English (Written & Spoken) is essential, any other languages will be considered an advantage
- Comfortable using ticketing systems (e.G., Zendesk) and Proprietary Webtraders/Trading Platforms
- Soft Skills: High emotional intelligence, patience, and the ability to simplify complex financial terms for beginners
- Willingness to work on a rotating shift schedule (Late shifts are required for this market
Further Info:
- Working hours are Rotating Shifts
- The role is Fully Remote
- Friendly and fun working environment
- Work from Anywhere (Remote)
- Flexitime (Subject to shift schedule)
- A competitive compensation package which includes great benefits
- Monthly social activities
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