Customer Services Representative, Fintech

• Own the front-line support queue for retail investors
• Respond to incoming support tickets, triage by urgency, and route or resolve cases within service-level expectations
• Investigate stalled or incomplete account applications and identify missing documentation or information
• Communicate application next steps clearly to investors
• Review deposits, withdrawals, and transfers to verify funds move to or from the correct bank account
• Resolve money movement discrepancies before funds move
• Troubleshoot account-level issues including balances, transaction status, holds, and delays
• Investigate underlying account and transaction data and explain outcomes in user-friendly language
• Apply Atomic's policies consistently and escalate edge cases or ambiguous situations
• Maintain accurate, auditable records of ticket investigations, resolutions, and rationale
• Identify and flag recurring support workflow pain points or inefficiencies

• 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
• Prior exposure to fintech, banking, or other adjacent environments (nice to have)
• Familiarity with Zendesk (nice to have)
• Experience prompting AI, e.g. Claude or ChatGPT, to investigate issues, conduct research, or create internal documents (nice to have)

• Part-time contract engagement
• Remote work from any part of LATAM
• 9AM–1PM EST schedule, 5 days per week
• Approximately 20 hours per week / 50% FTE
• Collaboration with a global team