Client Experience Executive– LATAM (Remote)

Location: Fully remote (LATAM, e.g. Colombia, Brazil)

Languages: English plus Spanish or Portuguese

Level: Open to junior and senior candidates

Role Overview

We’re looking for a Client Experience Executive to support our clients and partners across the LATAM region. You’ll be a key point of contact for enquiries, onboarding and KYC, and partner support, working with teams across the group to deliver a smooth, responsive experience throughout the client and partner lifecycle.

What You’ll Be Working On

Client & Partner Support

• Act as the first point of contact for client and partner enquiries via tickets, live chat, email, and calls.
• Provide timely, professional, and empathetic responses, keeping clients and partners updated on progress and resolution times.
• Handle complaints and complex cases with a solutions-focused approach, proposing effective and compliant resolutions.
• Support account-related requests, including deposits, withdrawals, transfers, trading questions, and promotions.

Onboarding & KYC

• Perform KYC and due diligence for individual and corporate accounts, including document verification, EDD, and screening.
• Review corporate documents, including company registration, ownership structure, directors, shareholders, and authorised signatories.
• Process client applications such as swap-free, leverage changes, and proof of address.

Partner & IB Support

• Handle partner and IB enquiries, including IB setup, client transfers and claims, and account type questions.
• Support partner onboarding by tracking documents, following up on system setup, and providing status updates.
• Perform basic checks on rebates, commissions, and account configurations before escalating.

Ticketing & Coordination

• Categorise, prioritise, and manage tickets to meet SLAs for first response and resolution.
• Work with Compliance, Risk, Sales, Operations, Finance, and Tech to resolve complex or high-risk cases.
• Keep accurate case records and client/partner data in internal systems.

Process Improvement

• Spot recurring issues and process gaps, and suggest improvements.
• Help maintain FAQs, SOPs, and internal documentation.

Requirements

• Fluent in English and Spanish or Portuguese, both written and spoken (mandatory).
• Previous experience in finance or a similar field, or in client-facing/customer support roles.
• Experience in forex, CFD, or online trading is a strong plus.
• Exposure to KYC/AML processes or partner/affiliate programs is an advantage.
• Comfortable with ticketing systems and CRMs (e.g. Zendesk); training will be provided.
• Detail-oriented, able to manage multiple cases while meeting SLAs.
• Patient, professional, and solutions-focused in sensitive or complex situations.
• Reliable home setup with a stable internet connection.
• Willing to work 12-hour shifts, 5 days a week, with rotating working and off days, including weekends and public holidays.

What We Offer

• Fully remote role.
• USD shift bonus for the 12-hour, 5-day schedule.
• Structured onboarding and on-the-job training.
• Career progression within Client Experience.
• Exposure to client and partner operations in a fast-paced, global fintech environment.