Customer Support Executive - Native Portuguese

Descripción de la oferta

At Exness, we are not just a leading trading broker—we’ve reimagined what it takes to be a leader. With 40M+ trades a day and 2,000+ people across 13 countries, we combine scale, care, and real tech to make trading better for 1M+ clients worldwide.

Recognised globally as a Best Place to Work, we’re a people-first company where long-term wins always matter more. As part of our team, you will shape the future of fintech with real technology, care, and purpose.

Why this role matters
A Customer Support Executive (CSE) at Exness needs to take on a business critical position by providing excellent services, support and issue resolution across all types of communication channels to our existing and potential new clients.
They will support our clients through live-chats and email as well as phone calls.
A Customer Support Executive (CSE) will require excellent communication skills, a strong understanding of our products and services as well as a passion for delivering top-notch customer experiences.

The role is based in our Uruguay Office. In case of relocation, we offer full relocation support for you and your family to make your move smooth and worry-free.

What you'll actually do
To process client's request and solve issues via live chat, phone call and email by navigating multiple programs while paying attention to accuracy and detail;
To identify and escalate technical issues to the appropriate teams for resolution;
To investigate and escalate when necessary any trading related complaint;
To facilitate client payments by escalating payment account verifications when necessary;
To update clients on their request status accordingly;
To educate customers on the features and functionalities of our products and services, guiding them through best practices;
To conduct verification calls to facilitate the termination of client accounts;
To conduct security and verification video calls to facilitate the change of security type of client accounts;
To verify documents submitted by clients within specific regions;
To facilitate effective communication of internal requests to clients;
To report any suspicious activity to team leaders for investigation;
To report any potential incident or system degradation for investigation and resolution.
Assist clients throughout the onboarding process, addressing any issues or questions they encounter during their account setup
Triage of SOF CASES and escalation to the right teams
Handle SOF cases when clients come to chats for SIMPLE cases
Terminations of Clients due to final KYC rejections
Communications with Clients for SOF cases
Communications with Clients’ to provide renewed KYC docs, recompletion of EP
Checking liveness pending cases to match against POI (the ones that SS cannot process automatically)
To stay up-to-date on industry trends, regulatory changes, and new product developments to provide accurate and relevant information to customers;
To understand the Company's business functions & roles by attending company seminars and meeting the required assessment target;
To stay updated on the knowledge by attending monthly knowledge quiz
To achieve quarterly KPI targets set by CS Manager;
To maintain information accuracy to our clients through strict adherence to quality assurance standards;
To uphold company standards by ensuring high levels of customer satisfaction through attentive service;
To ensure efficient handling of workload;
To ensure timely acceptance of received tasks via our channels;
To perform other ad hoc tasks assigned by manager and team leaders;
Who we’re looking for
Bachelor's Degree in Business, Communications, or a related field preferred. Proven experience in a customer-facing role is a strong asset.
Experience Needed: 0–2 years of experience in any call center, BPO, or customer service role.
Proficiency in using CRM systems and other customer support tools
Basic understanding of KYC/AML compliance and payment processes.
Good communication skills in English and Portuguese
Strong client-facing and communication skills
Strong Customer service orientation and mindset
Strong problem-solving skills and the ability to think critically
Strong multitasking skills
Self-motivated and highly reliable personality
Integrity
Ownership
Willingness to go the extra mile
Ability to maintain a professional, empathetic, and patient tone across all channels (phone, email, chat), even when dealing with frustrated clients.
What we offer along the way

Competitive salary and annual performance bonus
Full relocation support for you and your family — flights, housing, visas, and legal assistance included
Top-tier health insurance with full family coverage — medical, dental, vision, mental health — plus life insurance for peace of mind
Unlimited learning opportunities: external courses, English lessons, career and leadership development
Education allowance covering school and kindergarten fees
21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave
Employee appreciation program: branded gifts, birthday day-offs, celebration budgets for weddings, newborns, and milestones
“Get to know Team” trips — meet colleagues across our global hubs, along with company-wide offsites that raise the bar
Employee share scheme — grow with us
What your journey looks like
Intro call with Recruiter (30 minutes)
English check (if needed)
Written & Verbal Assessment (45 minutes)
Final interview (45 minutes)
What it's like here

Curious about what working at Exness really looks like? Follow us on Instagram and LinkedIn.

We share the real Exness experience - our people, ideas, moments, and everything in between.

Requerimientos

• Educación mínima: Bachillerato / Educación Media
• 3 años de experiencia
• Idiomas: Inglés ,Portugués

Palabras clave: apoyo, support, soporte, directivo, mando, gobierno, regencia, executive, managing, ejecutivo

Hace 2 días (actualizada)

Acerca de EXNESS CUSTOMER SERVICES (UY) S.A.

Exness is a multi-asset, tech-focused broker utilizing advanced algorithms for enhanced trading conditions. We set out in 2008 to balance ethics and technology to reimagine how the ideal trading experience could be. Today, as a leader in the industry of CFD trading, servicing over 800,000 active traders, we know we’re on the right path.

We built our proprietary trading features so we could offer something unique, something no other broker had ever attempted. We were the first to offer...

Exness is a multi-asset, tech-focused broker utilizing advanced algorithms for enhanced trading conditions. We set out in 2008 to balance ethics and technology to reimagine how the ideal trading experience could be. Today, as a leader in the industry of CFD trading, servicing over 800,000 active traders, we know we’re on the right path.

We built our proprietary trading features so we could offer something unique, something no other broker had ever attempted. We were the first to offer traders instant withdrawals, stop-out protection, and more—features that give traders an edge.
Our better-than-market conditions aren't just for traders. We're proud to be a globally recognized employer among the Best Places to Work ©.

Exness is a vibrant global community of over 2,100 tech experts and visionaries from 98 nationalities, collaborating across 5 continents and 15 welcoming offices. Together, we are shaping a marketplace unlike any other.

Join us to build a dynamic career in a supportive environment that encourages growth and innovation and embark on an enriching career journey in our Uruguay office, where we focus on customer and technical support to our Latin America clients. Take on exciting challenges, unleash your creativity, and contribute to delivering exceptional solutions for a client base of hundreds of thousands of users in Latin America.