Bilingual Customer Experience Advocate (Hybrid) at Pangea Money Transfer

Pangea is seeking a Bilingual Customer Experience Advocate in Mexico City to enhance their customer support team. The advocate will assist Tier-1 members during peak times and collaborate with cross-functional teams to refine the platform. This role reports to the Customer Experience Manager.This role involves:

• Processing back-office tasks such as ID verifications and refunds.
• Contacting customers flagged for potential fraud.
• Answering escalated questions from the Tier-1 support team.
• Managing customer interactions on social media.
• Escalating production issues to the Engineering team.
• Handling inbound customer inquiries via phone and chat.
• Conducting outbound calls for escalated requests.
• Participating in coaching and training sessions.

Requirements include:

• A bachelor’s degree or equivalent experience.
• 2+ years of customer service experience.
• Experience across multiple channels like phone, email, and chat.
• Excellent communication skills in English and Spanish.
• Strong problem-solving abilities and decision-making skills.
• Proficiency in both English and Spanish.
• Ability to multitask and manage time effectively.

What Pangea offers:

• Hybrid work model with in-office days (Tuesday-Thursday) and remote options (Monday & Friday).
• Health, dental, and vision insurance, including mental health benefits.
• 401(k) matching.
• PTO and paid holidays.
• Paid parental leave.