Customer Support Analyst L1 (Bilingual: Spanish-English) (BR 40)

Job Description

OKTO’s continuous growth demands high-caliber candidates who embody professionalism, passion, and creativity. For those who join us, we offer significant career advancement, stimulating challenges, and a clear runway for growth.

OKTO is the next-generation Payment Service Provider — AI-native, precision-engineered, and relentlessly merchant-obsessed. Built for merchants operating in the most complex and demanding eCommerce sectors, our platform goes far beyond transaction processing. We solve for scale, compliance, and performance with one unshakable focus: delivering outcomes that power merchant growth.

From payments and banking to treasury and settlement, we engineer the financial infrastructure that gives our partners a competitive edge. The result? Faster onboarding, smarter operations, and resilient, real-time performance.

At OKTO, we enable merchants to Play Differently, transforming payments from routine transactions into true differentiators that deliver personalized, frictionless experiences.

Our AI-native innovation harnesses data and insight to power every decision, while our proprietary in-house engineering ensures precision and control. Combined with deep, trust-based relationships worldwide, we’re redefining what it means to build, scale, and win in complex digital commerce.

Position Summary

In this key position, you will serve as the primary liaison for partners, ensuring their requirements are addressed efficiently and with the highest level of professionalism.

Key Responsibilities

• Support Premium B2B Client Requests: Manage and resolve support requests, ensuring our B2B clients feel heard and assisted promptly
• Incident Management: Prioritize and manage support tickets effectively, escalating complex issues to higher-level technical teams when necessary to ensure swift resolutions.
• Monitor System Performance: Keep a keen eye on system performance, proactively identifying potential issues and addressing them before they impact the users.
• Collaborate Across Teams: Work closely with Tech, FinOps, Product and other internal departments to tackle and resolve intricate issues effectively, fostering a culture of teamwork.
• Gather and Share Feedback: Actively collect insights from customer interactions and relay valuable feedback to management, driving continuous improvement in our product, processes and services.

Desired Profile

• Effective Communication: Fluency in both Spanish and English, with solid verbal and written communication skills that can clearly convey technical concepts to diverse global audiences.
• Customer-Focused Attitude: A strong commitment to helping premium clients and ensuring their satisfaction through professional, empathetic interactions that leave a lasting impression.
• Technical Expertise: An openness to learning about systems and tools used in the role, with a practical approach to troubleshooting.
• Ability to Clarify Complex Issues: An ability to explain complex information in simple, actionable terms to help customers feel at ease.
• Αttention to Detail: An organized and detail-oriented approach to work, with accurate documentation of issues.
• Proactive and Flexible Team Player: A self-motivated individual who thrives in a collaborative environment, showing flexibility and a genuine eagerness to learn and grow.
• Independent Problem Solver: A proactive learner with the initiative and capability to tackle challenges head-on and provide effective resolutions.
• Shift Availability: Willingness to work rotating shifts (6 hours/day, 6 days/week), including weekends and holidays.

Requirements

• Education: A degree in Information Technology, Computer Science, or a related field will be considered as a plus.
• Experience: Relevant experience in fintech support, technical support, IT helpdesk, i-gaming or similar roles is highly valued.

Languages

• Fluent English (mandatory)
• Fluent Spanish (mandatory)

Important Information:

• As the contract falls under Brazilian Labor Law, the candidate must be based in Brazil and hold a valid CPF.
• 100% remote position
• Direct reporting line to the Greece te

Benefits

• Competitive compensation – aligned with your experience and the market.
• Meal allowance – provided through a prepaid card, with the flexibility to use part of the balance beyond food expenses.
• Health and dental plan – no monthly cost for you with comprehensive coverage to take care of your health and well-being.
• TotalPass – access to gyms and partner studios, encouraging a healthy and balanced lifestyle.

PLEASE SUBMIT YOUR CV IN ENGLISH.