Customer Service Agent

About Sezzle: Sezzle is a high-growth, mission-driven fintech pioneer on an ambitious mission to financially empower the next generation. We are revolutionizing the modern shopping experience beyond legacy payments, blending cutting-edge alternative credit systems with seamless, interest-free installment plans that make retail smarter, transparent, and highly accessible. By driving tangible impact on merchant sales through maximized checkout conversions and elevated average order values, Sezzle transforms how millions of consumers discover, interact with, and purchase the things they love worldwide.

Position Overview

We are seeking a highly autonomous, dual-language fluent, and customer-driven Customer Service Agent to provide world-class support for our rapidly growing consumer base under a permanent, full-time remote configuration based strictly within Bogota, Colombia. In this high-leverage client care and troubleshooting seat, you will be the absolute owner of handling, de-escalating, and resolving complex software and account inquiries across multiple channels. Shifting completely away from routine non-regulated administrative data entry logs, basic marketing copy pasting, or standalone script reading, you will operate an active transaction failure isolation, payment timeline auditing, and multi-tenant system diagnostics laboratory. Partnering next to distributed Product and Development cells, you will capture qualitative user behavior trends and act as a relentless advocate for platform optimizations. This position requires a client support professional with 3+ years of experience who guides user interactions fluidly natively using Customer Support, Zendesk, or Chat Support primitives, commands complete written and spoken fluency in both English and Spanish, and operates with relentlessly high performance standards during fixed shifts synchronized to Central Standard Time (CST).

Key Responsibilities

• Multi-Channel Support Governance: Provide prompt, clear, detailed, and deeply empathetic technical assistance to consumers routing via email, live chat, and phone calls natively utilizing Customer Support best practices.
• Technical Incident Triage: Dig deep into the technical nooks and crannies of our software systems to isolate, investigate, and troubleshoot basic to complex customer payment bottlenecks.
• User Feedback Instrumentation: Synthesize how clients interact with Sezzle services, packaging structured feedback, operational anomalies, and critical interface vulnerabilities for our Product and Core Engineering squads.
• Systematic Trend Analysis: Monitor your daily support loops to isolate emerging customer experience trends, communicating system-wide anomalies or product failures proactively to group leadership cells.
• Instructional Document Authoring: Write clear, kind, and concise step-by-step troubleshooting instructions to empower users to successfully navigate self-service account features.
• Operational Tools Operations: Operate smoothly across digital ticket queues, macro databases, and collaborative team toolchains (including Zendesk, LiveAgent, or Jira structures).
• Onboarding and Alignment: Dedicate absolute focus throughout an intensive 3-4 week initial corporate training program , maintaining perfect delivery and pipeline compliance.

Required Skills & Qualifications

• Possess a formal Bachelor’s degree from an accredited university, or an equivalent combination of advanced technical education and practical client-facing history.
• A minimum of 3+ years of proven, successful professional history operating within a Customer Support Agent, Helpdesk Specialist, Technical Client Advocate, Call Center Representative, or closely matching tech-enabled user success capacity.
• Expert Bilingual Business Command: Complete, verifiable professional fluency communicating both in writing and speech across both English and Spanish languages (proficiency in a third language is a major asset).
• Demonstrated experience troubleshooting complex software workflows, transaction parameters, or digital product frameworks inside a fast-paced environment.
• Outstanding logical reasoning, structural backbone, and individual initiative, with a proven track record of refusing to compromise on quality for the sake of social cohesion.
• Shift & Availability Context: Position operates strictly under dedicated fixed shift parameters synchronized natively to Central Standard Time (CST) , requiring absolute uncompromised availability during the first 2 months of onboarding (zero vacation approvals).
• Location Context: Position operates under remote parameters open exclusively to qualified customer care authorities residing permanently within Bogota, Colombia (working outside the country is strictly prohibited).

Preferred Strategic Indicators (Nice to Have)

• Prior platform or functional growth background handling client support specifically for fintech software, buy-now-pay-later (BNPL) networks, merchant e-commerce integrations, or online transaction frameworks .
• Direct operational intimacy navigating automated customer ticketing systems and engineering tracking spaces (specifically Zendesk or Jira ).
• An adaptable, startup-ready drive characterized by calculated risk-taking and a bias toward rapid action and calculated execution.

What We Offer

• Competitive Colombian FinTech Remuneration Grid: A stable monthly base salary of $3.000.000 COP , augmented by a lucrative monthly performance bonus structure valued at 15%–25% of your base salary based on metrics tracking.
• 100% remote workspace infrastructure autonomy from your home office layout inside Bogota, completely eliminating transit friction from your lifestyle.
• Venture-Scale Scale-Up Milestones: Elite career credentials built by optimizing the shopping journey and financial flexibility engines relied upon daily by millions of active users and merchants.
• Access to additional layered corporate benefits following structured performance evaluation periods, backed by a high-integrity culture focused on surrounding you with the best and brightest professionals in tech.