dLocal
Operations Support Senior Associate
Job Summary
The Operations Support Senior Associate role involves providing empathetic email customer support, handling payment inquiries, and troubleshooting issues. The position requires experience in customer support, a proactive mindset, and strong communication skills. Responsibilities include managing support tickets, identifying recurring problems, and contributing to process improvements. The role is suited for candidates with a background in payments or fintech, and offers flexible, remote work options along with various employee benefits.
Required Skills
Benefits
Job Description
Why should you join dLocal?
dLocal enables the biggest companies in the world to collect payments in 40 countries in emerging markets. Global brands rely on us to increase conversion rates and simplify payment expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to make inroads into the world’s fastest-growing, emerging markets.
By joining us you will be a part of an amazing global team that makes it all happen, in a flexible, remote-first dynamic culture with travel, health and learning benefits, among others. Being a part of dLocal means working with 1000+ teammates from 30+ different nationalities and developing an international career that impacts millions of people’s daily lives. We are builders, we never run from a challenge, we are customer-centric, and if this sounds like you, we know you will thrive in our team.
What's the opportunity?
As our Operations Support SSr Associate, you’ll provide empathetic email support, handle payment inquiries, and resolve issues efficiently. You’ll also identify recurring problems, suggest process improvements, and help enhance the overall customer experience.
- Provide customer support via email (Intercom) to end-users (final consumers), managing tickets efficiently and empathetically.
- Handle payment-related inquiries, including verification, troubleshooting, and refunds.
- Identify recurring issues and actively contribute to building sustainable, user-focused solutions.
- Help enhance the support experience by suggesting improvements to processes, workflows, and documentation.
- Contribute to quality assurance efforts by reviewing conversations and identifying areas for improvement.
- Support continuous improvement initiatives by analyzing feedback, trends, and support performance metrics.
- Collaborate in a team-driven environment where proactive communication and shared ownership are key to success.
- Bachelor’s degree in Administration, Business, Communication, or a related field (completed or ongoing).
- Fluent English required; Portuguese is strongly preferred but not mandatory.
- 3+ years of experience in customer support or similar roles, ideally within payments, fintech, or B2C tech environments.
- Proven understanding of support best practices, with hands-on experience using metrics such as CSAT, SLA, etc.
- Experience using support tools (Intercom experience is a strong plus).
- Strong sense of ownership and attention to detail, with the ability to spot gaps and suggest improvements.
- Creative and proactive mindset, with the ability to bring new ideas to enhance team performance and customer experience.
- Excellent communication and interpersonal skills, with a focus on clarity, empathy, and tone consistency.
- Comfortable working in fast-paced environments, adapting to change, and handling multiple priorities effectively.
What do we offer?
Besides the tailored benefits we have for each country, dLocal will help you thrive and go that extra mile by offering you:
- Remote work: work from anywhere or one of our offices around the globe!*
-Flexibility: we have flexible schedules and we are driven by performance.
-Fintech industry: work in a dynamic and ever-evolving environment, with plenty to build and boost your creativity.
-Referral bonus program: our internal talents are the best recruiters - refer someone ideal for a role and get rewarded.
-Learning & development: get access to a Premium Coursera subscription.
-Language classes: we provide free English, Spanish, or Portuguese classes.
-Social budget: you'll get a monthly budget to chill out with your team (in person or remotely) and deepen your connections!
-dLocal Houses: want to rent a house to spend one week anywhere in the world coworking with your team? We’ve got your back!
*For people based in Montevideo (Uruguay), 55% of the monthly attendance at the office is required. This requirement does not apply to IT and Fraud roles.
What happens after you apply?
Our Talent Acquisition team is invested in creating the best candidate experience possible, so don’t worry, you will definitely hear from us. We will review your CV and keep you posted by email at every step of the process!
Also, you can check out ourwebpage,Linkedin,Instagram, andYoutube for more about dLocal!
dLocal
Focusing on building out the infrastructure for financial services in Africa, Asia, and Latin America, we're privileged to support the expansion of the most innovative global companies.
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