Customer Support Specialist - Guatemala

Customer Support Specialist - Guatemala Apply now About The Role: At Paysend, our customers are at the heart of everything we do! We’re on a mission to make money transfers seamless, fast, and accessible to millions of people around the globe - and our Customer Support team is where that magic happens. We’re looking for passionate, empathetic, and energetic problem-solvers to join our growing team in Guatemala. In this role, you won't just be answering queries; you’ll be a champion for our users, creating warm, delightful experiences and helping us build the world's most innovative, customer-focused fintech platform. If you love helping people, thrive in a fast-paced environment, and want to make a real difference in people’s financial lives, we’d love to have you on board! Note: This is a 9- to 12-month fixed-term contract position. What You'll Do (Responsibilities): Communication with our B2C customers to handle and resolve queries within SLAs Escalate and liaise with our teams internally to investigate issues and to find a resolution Develop subject matter expertise in all areas of B2C (products, systems & processes) at Paysend and ultimately put our customers at the heart of every decision Continuous Improvement - identify trending issues and escalate concerns accordingly Continuous Improvement - reviewing current processes, templates and internal systems and making suggestions on improvements that would enhance the customer experience or help them to self-serve What You’ll Need To Be Successful In This Role: Experience working in a CS environment, preferably B2C Strong communication skills with sound decision-making skills Willingness to take ownership of tasks & investigations and own the outcome Self-motivated with strong organisational skills and a methodical approach to problem-solving Strong interpersonal skills to communicate with internal and external stakeholders Ability to work in a pressurised environment with varying deadlines and priorities Analytical - look for trends in issues and take corrective actions to reduce or eliminate these Ability to work both independently and as part of a team Desired skills/experience would include: Knowledge of general operations within financial services/FinTech Working in a Financial Services or FinTech company Working knowledge of Zendesk (or similar CRM) Understanding or awareness of KYC and/or AML Why Join Paysend? Make a Global Impact: Join a company that is transforming how people and businesses move money around the world. Your work will contribute to products and services that help millions of customers stay connected globally. Own Meaningful Outcomes: We empower our people to take ownership, make decisions, and drive real impact. You'll have the opportunity to shape solutions, challenge the status quo, and see the results of your work firsthand. Grow with Us: As a fast-growing global fintech, we offer opportunities to learn, develop new skills, take on new challenges, and advance your career across functions and geographies. Collaborate with Exceptional People: Work alongside talented colleagues from diverse backgrounds and disciplines who are united by a shared ambition to build, innovate, and deliver great outcomes for our customers. Move Fast and Make Things Happen: We value action, curiosity, and continuous improvement. You'll be part of a culture that encourages experimentation, embraces change, and focuses on delivering meaningful results. Be Part of Our Journey: We're building the future of the global money movement. Join us at an exciting stage of growth where your ideas, expertise, and contributions can help shape what's next. Locations Guatemala Remote status Temporarily Remote About Paysend Paysend operates the holistic payment infrastructure: its own multi-jurisdictional license footprint, and a full stack of proprietary systems, from processing and FX to orchestration and settlement. The world's network wired in — 25B+ digital endpoints across 170+ countries — interoperable between fiat and stablecoins. Optimised for cost, speed, and simplicity. For businesses plugging in: Enterprise API, Embed, Instant Settlement Accounts (ISA) — one integration, white-label cross-border, instant settlement. Technological and compliance complexity handled — typically live in weeks, subject to integration scope. All on one technology stack — businesses inherit infrastructure proven at scale every day. For over 12 million registered users: the Paysend app, sending home across 170+ countries, every day. Run by a lean team, on owned, proprietary technology, proven at scale — profitable in our most recent financial year, and growing rapidly. Paysend. Money Moves.