Customer Service Agent
Who we are:
TrueLayer is Europe’s fastest-growing Pay by Bank network. We power smarter, safer and faster payments by combining real-time bank payments with financial and identity data. E-commerce, iGaming and Financial Services businesses use our products to onboard new users, accept money and make payouts in seconds, and at scale. Live across 22 countries and with 1 new user joining TrueLayer’s Pay by Bank network every 3 seconds, we’re in a very exciting growth stage. This is why we’re expanding the team across our offices in London, Milan, and Dublin.
Listed in Sifted as one of the 100 fastest growing start-ups in UK & Ireland, and CNBC’s World Top Fintech Companies, we’re trusted by industry leaders like RyanAir and Just Eat Takeaway for continued innovation within our payment products. To date, we’ve raised over $300 million from world-renowned investors including Stripe, Tiger Global, Northzone, and Tencent. But this is just the beginning.
We’re looking for people who are excited about joining the Pay by Bank revolution and helping us change the way the world pays. Could this be you?
Description:
TrueLayer is expanding its Pay by Bank network in Brazil, and we're looking for a Customer Service Agent to join our growing team in São Paulo. In this role, you'll be the first point of contact for our merchant partners and end users, providing timely, accurate, and empathetic support across multiple channels. You'll play a central role in ensuring a seamless customer experience as TrueLayer scales in one of the world's most dynamic fintech markets.
This is an exciting opportunity to join TrueLayer at a pivotal moment in our LatAm expansion, working closely with Product, Engineering, and Compliance teams to resolve issues, surface insights, and help shape the support function from the ground up.
Location: São Paulo, Brazil (sometimes the team meet up but mostly working remotely)
What we expect from you as a Customer Service Agent:
- Handle inbound customer enquiries via email, chat, and phone, resolving issues efficiently and with care
- Diagnose and troubleshoot troubleshoot technical issues, across all of our APIs
- Maintain accurate records of customer interactions and resolutions in our CRM system
- Identify patterns in customer feedback and communicate recurring issues to Product and Engineering teams to drive continuous improvement
- Contribute to the development of help centre content, FAQs, and support documentation in both Brazilian Portuguese and English
- Consistently meet or exceed service level agreements (SLAs) for response time and resolution quality
- Collaborate with cross-functional teams including Product, Engineering, and Compliance to resolve complex cases and improve the end-to-end customer journey
About you:
- Fluent in Brazilian Portuguese (native or near-native); professional proficiency in English
- Previous experience in a customer support, service, or operations role, ideally within fintech, payments, or a technology environment
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical audiences
- Comfortable working with CRM and ticketing tools such as Zendesk or similar platforms
- Detail-oriented with strong problem-solving skills and the ability to prioritise effectively in a fast-moving environment
- A collaborative approach and the ability to work across time zones with distributed, international teams
We would be particularly excited if you have:
- Experience supporting payments, open banking, or financial services products
- Familiarity with Brazil's financial regulatory landscape, including Banco Central do Brasil regulations and PIX
- Professional proficiency in Spanish, an advantage for supporting wider LatAm operations
- Experience writing or contributing to support documentation or knowledge bases
- Exposure to API or technical integrations – curiosity and the ability to learn technical concepts is what matters most here
Don't meet all the requirements?
Multiple studies have shown that women and people of underrepresented groups are sometimes less likely to apply to jobs unless they meet every single requirement. At TrueLayer, we are committed to building a diverse workforce, so if you are excited about this role and have the essential skills, but not the entire checklist – we'd still love to hear from you!
Benefits
What you can expect from us:
- Competitive salary and meaningful equity in the company 💰
- Benefits inline with legal requirements for the Brazilian employment act
About our hiring process:
- Initial screen with a member of our Talent team
- First interview with the Support Agent Team Lead - Jonathan
- Skills-based assessment or role-play exercise - TBC
- Final interview with a cross-functional panel - Simon C and one more
At TrueLayer, we don’t just do inclusion and diversity. We embrace people that have different opinions, perspectives and personalities. Because we believe that by seeing the world from all sorts of angles, we can make life better for all the people who live in it. We strongly encourage applications from underrepresented groups (e.g. people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from all socio-economic backgrounds). If you’d like to discuss alternative working patterns, please let us know.
Support pay context
Based on 798 disclosed Support salaries on RoleSuite, the role pays a median of $71K/year, with most offers between $54K and $110K (10th–90th percentile: $45K–$153K).
See the full Support salary breakdown →