TrueLayer

• Handle inbound customer enquiries via email, chat, and phone, resolving issues efficiently and with care • Diagnose and troubleshoot technical issues, across all of our APIs • Maintain accurate records of customer interactions and resolutions in our CRM system • Identify patterns in customer feedback and communicate recurring issues to Product and Engineering teams to drive continuous improvement • Contribute to the development of help centre content, FAQs, and support documentation in both Brazilian Portuguese and English • Consistently meet or exceed service level agreements (SLAs) for response time and resolution quality • Collaborate with cross-functional teams including Product, Engineering, and Compliance to resolve complex cases and improve the end-to-end customer journey