Customer Support Executive - Spanish

Exnessgloballimited

Location: Uruguay · UY Office
Department: Customer Service

Description

At Exness, we are not just a leading trading broker—we’ve reimagined what it takes to be a leader. With 2,000+ people across 13 countries, we combine scale, care, and real tech to make trading better for over a million clients globally.

Recognised globally as a Best Place to Work, we’re a people-first company where long-term wins always matter more. As part of our team, you will shape the future of fintech with real technology, care, and purpose.

Why this role matters

A Customer Support Executive (CSE) at Exness needs to take on a business critical position by providing excellent services, support and issue resolution across all types of communication channels to our existing and potential new clients.
They will support our clients through live-chats and email as well as phone calls.
A Customer Support Executive (CSE) will require excellent communication skills, a strong understanding of our products and services as well as a passion for delivering top-notch customer experiences.

The role is based in our Montevideo office. In case of relocation, we offer full relocation support for you and your family to make your move smooth and worry-free.

What you'll actually do

Client interaction and escalation:

Process client requests and resolve issues via live chat, phone call, and email, navigating multiple programs with high accuracy and attention to detail.
Assist clients throughout the onboarding process, addressing questions and issues during account setup.
Educate customers on product features, functionalities, and best practices.
Provide client updates regarding the status of their requests.
Conduct verification calls for client account terminations.
Perform security and verification video calls to facilitate changes to account security types.
Verify regional client documents and review liveness pending cases against Proof of Identity (POI) when automated processing fails.
Request and manage renewed KYC documents and EP recompletions from clients.
Terminate client accounts following final KYC rejections.
Facilitate client payments by escalating payment account verifications as needed.
Triage, manage simple chat inquiries for, and communicate with clients regarding Source of Funds (SOF) cases.
Investigate and escalate trading-related complaints.
Identify and escalate technical issues, SOF cases, and internal client requests to the appropriate teams.
Report potential system degradations, incidents, and suspicious activities to team leaders for investigation.

Knowledge:

To stay up-to-date on industry trends, regulatory changes, and new product developments to provide accurate and relevant information to customers;
To understand the Company's business functions & roles by attending company seminars and meeting the required assessment target;
To stay updated on the knowledge by attending monthly knowledge quiz;

Targets and tasks:

To achieve quarterly KPI targets set by CS Manager;
To maintain information accuracy to our clients through strict adherence to quality assurance standards;
To uphold company standards by ensuring high levels of customer satisfaction through attentive service;
To ensure efficient handling of workload;
To ensure timely acceptance of received tasks via our channels;
To perform other ad hoc tasks assigned by manager and team leaders;

Who we’re looking for

Bachelor’s degree or Diploma in Business Administration or a related field (fresh graduates accepted).
Strong customer service orientation and mindset.
Solid problem-solving and critical thinking abilities to resolve customer issues effectively.
Proficiency in using CRM systems and other customer support tools.
Strong multitasking skills with the ability to navigate fast-paced environments.
Excellent client-facing and communication skills in both English and native language (where applicable).
High degree of integrity and strong sense of ownership.
Ability to work both independently and collaboratively to deliver exceptional customer experiences.
Flexibility to work non-traditional hours as needed to support a global customer base.

What we offer along the way

Competitive salary and quarterly performance bonus
Top-tier health insurance with full family coverage — medical, dental, vision, mental health — plus life insurance for peace of mind
Unlimited learning opportunities: external courses, English lessons, career and leadership development
Education allowance covering school and kindergarten fees
Transportation allowance and parking space in the Office
Food ticket
Sports benefit
21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave
Employee appreciation program: branded gifts, birthday day-offs, celebration budgets for weddings, newborns, and milestones
Employee share scheme — grow with us

At Exness, we know that changing jobs - and changing countries - is a big step. That’s why relocation with Exness is different. We make it smooth, supported, and truly life-changing.

What your journey looks like

Intro call with Recruiter (30 minutes)
English check (if needed)
Capability test (written and verbal)
Final interview (45 minutes)

What it's like here

Curious about what working at Exness really looks like? Follow us on Instagram and LinkedIn.

We share the real Exness experience - our people, ideas, moments, and everything in between.

Sounds like you? Apply.

Please note: We occasionally amend or withdraw Exness jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Exness/Exness Group companies around the world. Exness Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Exness. Anyone who demands such a fee is not an authorized Exness representative and you are strongly advised to refuse any such demand.

At Exness, we're an equal opportunity employer where every individual is valued. No matter your race, color, religion, sex, national origin, sexual orientation, gender identity or disability, we welcome you. As an international fintech company, we embrace the richness of our diverse team, respecting each individual and promoting gender equality for all genders in our workforce.

Skills

KYCCustomer Service