Customer Services Representative, Fintech

Customer Services Representative, Fintech

LATAM | Remote | Part-Time

About Atomic Vest

We are a fast-growing, mission-driven company powering the expansion of financial services and wealth creation globally. We build critical financial infrastructure that allows consumer-facing companies to offer engaging investing experiences to their customers in a frictionless way. We host advanced investing capabilities ranging from ESG investing to multi-currency trading across 60 global markets. We are a team of financial empowerment enthusiasts that have come together from various industries including tech, banking, finance, and law.

About the role

We are seeking a Client Services Representative to take ownership of our day-to-day front-line support for retail investors, on a part-time (approximately 2–3 days per week, 40–60% FTE), contract basis. This is a tactical, execution-focused role — you will be the primary point of contact for incoming support tickets, investigating and resolving issues related to user accounts, money movements, and account applications.

You will come in, learn how our account and transaction processes work end-to-end, and apply Atomic's policies to determine the right course of action — whether that's identifying what documents are needed to move an application forward, determining what funds are due back to which bank account, or troubleshooting a delayed transaction. While this role is not responsible for building automations or operational improvements, we value team members who can spot patterns and speak up when they see opportunities to make our processes better.

This is a strong fit for someone with client-facing support experience, ideally in a brokerage, banking, or financial services environment, who is comfortable learning account-level and transaction-level detail and applying judgment within defined policies.

Atomic is a remote-first company. For this position, it means that you can work remotely from any part of LATAM.

Key Responsibilities

You will own the front-line support queue, investigating and resolving retail investor tickets related to accounts, money movements, and applications — applying Atomic's policies to determine the right action in each case.

• Respond to incoming support tickets, triaging by urgency and routing or resolving each within service-level expectations.

• Investigate account applications that are stalled or incomplete, determine what documentation or information is missing, and communicate next steps clearly to the investor.

• Review money movement requests (deposits, withdrawals, transfers) to verify funds are being returned to or drawn from the correct bank account, and resolve discrepancies before funds move.

• Troubleshoot account-level issues — balance questions, transaction status, holds, or delays — by investigating underlying account and transaction data and explaining outcomes to the investor in user-friendly language.

• Apply Atomic's policies consistently across cases, escalating edge cases or ambiguous situations to the appropriate internal team when a case falls outside defined policy.

• Maintain clean, accurate records of each ticket's investigation, resolution and rationale, so cases are auditable and consistent with how similar cases were handled previously.

• Identify and flag recurring pain points or inefficiencies in support workflows to the team where possible.

Qualifications

• Approximately 2–3 years of client-facing experience in a finance, fintech, or tech company environment

• Solid understanding of basic troubleshooting of user accounts and data

• Highly organized, detail-oriented, and reliable with recurring tasks and deadlines

• Ability to work independently in a remote, part-time capacity

• Advanced-level English for collaboration with a global team

• Experience handling client inquiries in a support-focused software

Nice to Have

• Prior exposure to fintech, banking, or other adjacent environments

• Familiarity with Zendesk

• Experience prompting AI (e.g. Claude or ChatGPT) to investigate issues, conduct research, or create internal documents

Engagement Details

• Commitment: Part-time, 9AM-1PM EST, 5 days per week (20 hours, 50% FTE)

• Location: Remote - Open to candidates based anywhere in LATAM

• Structure: Fractional / contract engagement