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Job Summary: We are seeking a Customer Experience Technical Support Specialist to lead merchant follow-up and deliver the best customer experience by resolving technical inquiries through various channels. Key Highlights: 1. Lead merchant follow-up and deliver the best customer experience 2. Resolve technical inquiries, requests, complaints, and claims 3. Collaborate with technology teams and provide technical support Bold Our company was founded in May 2019 by an exceptional team with unique expertise. The founding group includes the creators of PayU Latam and other fintech-focused enterprises. We are building payment and banking solutions for micro, small, and medium-sized enterprises (MSMEs), independent professionals, and entrepreneurs in Colombia. Currently, we have over 450,000 registered customers on our platform and have raised over USD $120 million in domestic and international venture capital funding. Bold is one of Latin America’s fastest-growing fintech startups. Bold is a fintech that provides micro-entrepreneurs with a payment solution enabling card (debit and credit) and e-wallet payments via point-of-sale terminals and payment links. However, Bold’s vision extends beyond being just a payments company—we are actively building a comprehensive financial and technological services platform for small businesses in Colombia, complementing our core payments and banking offerings with related software products aligned with our full value proposition. Bold’s mission is to unlock entrepreneurial potential. At Bold, we firmly believe we can help small entrepreneurs grow their businesses by delivering tailored, user-friendly, and accessible financial and technological services. At Bold, we define the following values as the pillars of our organizational culture: Mastery, Critical Thinking, Teamwork, Sense of Urgency, Openness, and Customer-Centricity. For more information about Bold, please visit our website Customer Experience Tech Support · The Role: · You will lead merchant follow-up and deliver the best possible experience to customers who contact us through various channels (chat, WhatsApp, social media, phone, and the app’s help center), while resolving all technical inquiries, requests, complaints, and claims from Bold merchants. · Your responsibilities include: Providing high-quality customer service while maintaining our written tone and voice. Responding attentively and promptly to merchant requests, complaints, claims, inquiries, and doubts. Protecting merchant commercial and personal information before, during, and after interactions. Tracking unusual cases or those requiring special assistance. Identifying opportunities to improve Bold’s internal services and processes and communicating them to our leaders for appropriate management and continuous organizational improvement. Conducting technical video calls to test potential errors and present solutions, as well as managing changes, warranties, or returns. Providing technical support for the application and devices to sales teams and customers. Collaborating with technology teams to report and track errors and their resolutions. Supporting customer service lines by building and maintaining their bots, workflows, webhooks, etc. Occasionally providing on-site technical support. Reporting all incidents related to information security. Ensuring compliance with the information security guidelines established in our Information Security Policy. Participating in information security awareness and training programs. · What We Offer You: Indefinite-term employment contract Rotating schedule: Monday–Friday: 8 AM–8 PM / Saturdays: 9 AM–7 PM / Sundays: 9 AM–4 PM — You get 2 days off per week Hybrid work model Health insurance policy Early-stage company equity with high return potential Competitive salary Financial support for education World-class technologies and processes Additional paid days off beyond standard vacation time Vision care allowance Emotional wellbeing support Requirements: Bachelor’s degree in Administration, Economics, or related fields Minimum 2 years’ experience in digital-channel customer service and merchant follow-up Experience managing quality and effectiveness metrics in customer service Residency in Peru. -Requirements- Minimum education: Technical diploma 1 year of experience Knowledge: Customer service Keywords: technologist, technician, tech, technician, technology, tecnologia, technologist, support, apoyo, support, soporte
