Customer Service Specialist (Bilingual)

Founded in 2012 and headquartered in Chicago, IL, Pangea started with the mission of making money transfer simple, fair and safe. Since then, we’ve strived to enhance the security and reduce the costs and pain points of international money transfer. 
 
As Pangeans, we value introspection, accountability, empowerment, excellence, and above all, kindness. We believe in a fierce dedication to customer experience and know that diversity is the key to innovation and creativity. If you have a growth mindset and you thrive under pressure, you’ll want to read on!
 
We are looking for a Bilingual Customer Service Specialist to join our team in Mexico City. Working 4-10 hour shifts from 8:00 AM to 7:00 PM on Saturday - Tuesday of each week, and reporting into the Director of Customer Service, you will be going above and beyond to ensure Pangea’s customer experience is always outstanding.  

In addition to providing on the phone support to our team of Tier 1 team members during high-volume times of the day, you will also be responsible for supporting several cross-functional teams within Pangea to continuously improve our platform. 

At Pangea, we work hard, move fast, and laugh a lot. If you’re dedicated to world-class customer support, we want to talk to you!

YOU WILL:
  • Process back-office work, ensuring customer transfers continue to process with minimal delays including, but not limited to:
    • ID Verifications
    • Refunds
    • Direct Deposit Tests
    • Manual Deposits at local bank branches
  • Answer questions from Tier-1 support team, making sure that inbound customers are certain to get the correct answer in a timely manner
  • Support Product, Engineering, Marketing, and Compliance teams through outbound calls to new and existing customers
  • Handle escalated calls from Tier-1 team
  • Escalate production issues to Engineering team and leadership 
  • Act as the point of contact for troubleshooting issues 
  • Respond to inbound customers through phone and chat during key business periods, as requested by leadership

YOU HAVE:
  • Proven, successful, experience in Customer Service
  • Native-level proficiency in both English & Spanish languages
  • Ability to multi-task, prioritize, and manage time effectively
  • Excellent verbal and written communication skills
  • MUST have the ability to work Saturday - Tuesday 8 AM - 7 PM

Pangea is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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