Client Operations Specialist

Join TrueLayer, Europe's fastest-growing Pay by Bank network, as a Client Operations Specialist supporting our expanding São Paulo team — a primarily remote role at the heart of our Latin American growth.

About the Role

As TrueLayer brings its Pay by Bank network to Brazil, we're hiring a Client Operations Specialist to be the friendly, knowledgeable face our merchant partners and end users rely on. Based in São Paulo and working mostly remotely, you'll deliver prompt, accurate and genuinely empathetic support across email, chat and phone, helping shape a brand-new support function during a pivotal chapter of our LatAm expansion.

Key Responsibilities

• Respond to inbound queries across email, chat and phone, resolving each case quickly and thoughtfully
• Investigate and troubleshoot technical issues spanning all of TrueLayer's APIs
• Keep detailed, reliable records of every interaction and outcome within our CRM
• Spot recurring themes in customer feedback and escalate them to Product and Engineering to fuel ongoing improvement
• Help build and refine help-centre articles, FAQs and documentation in both Brazilian Portuguese and English
• Reliably hit or surpass our SLAs for response speed and resolution quality
• Partner with Product, Engineering and Compliance to untangle complex cases and elevate the full customer journey

Qualifications

• Native or near-native Brazilian Portuguese, plus professional English proficiency
• Background in customer support, service or operations — ideally within fintech, payments or technology
• Clear, confident communication that translates technical detail for non-technical audiences
• Hands-on experience with CRM and ticketing platforms such as Zendesk
• Sharp attention to detail, strong problem-solving instincts and the ability to prioritise under pressure
• A collaborative mindset and comfort working across time zones with distributed, international teams
• Understanding of Brazil's financial regulations, including Banco Central do Brasil rules and PIX

Bonus points for experience with payments, open banking or financial products, professional Spanish for wider LatAm support, a track record writing knowledge-base content, or curiosity about API and technical integrations.

About TrueLayer

TrueLayer combines real-time bank payments with financial and identity data to power smarter, safer and faster transactions. Live across 22 countries and trusted by leaders like Ryanair and Just Eat Takeaway, we've raised over $300 million from investors including Stripe, Tiger Global, Northzone and Tencent. We embrace diverse perspectives and warmly encourage applications from underrepresented groups, offering adjustments throughout our process whenever needed.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.