Customer Support Agent (Spanish & Chinese) - LatAm (Remote Freelance) (f/m/d)

About us

Fintiba is a fast-growing company based in Frankfurt am Main and the market leader in online-based solutions for international students in Germany. With innovative technology, it operates at the interface between students, universities, politics, banks, and e-commerce. We are passionately committed to making it easier for future skilled workers to come to Germany, thereby contributing to increasing the attractiveness of Germany as a place to study. We are constantly expanding our range of services for our customers from over 190 countries. To this end, we are looking for enthusiastic colleagues.

Whom we are Looking For

• We are seeking motivated and proactive colleagues who:
• Think creatively and enjoy solving problems,
• Can handle diverse tasks independently,
• Feel at home in a multicultural, international work environment,
• Speak fluent English, Spanish and Chinese.
• Experience in education services, customer support, or related industries is beneficial, but what matters most is your customer-first mindset and willingness to learn.

Your responsibilities

• You will support international customers via email (Zendesk), phone, and occasionally chat with questions about our products, services, and processes.
• You will prioritize and categorize tickets according to SLAs and use macros and templates effectively.
• You will handle customer concerns independently and follow up proactively until they are completely resolved.
• You will escalate cases based on a defined escalation matrix and ensure a smooth handover to other teams.
• You will ensure professional and error-free communication in terms of tone, grammar, and spelling.
• You will work in a goal-oriented manner according to KPIs such as response time, solution time, and customer satisfaction.
• You maintain the knowledge base, report gaps, and actively contribute to improving documentation.
• You work closely with internal teams (e.g., banking, insurance, operations, technology) and external partners to resolve customer cases efficiently.
• You identify recurring problems and provide structured feedback to further develop processes and products.

What you bring

• At least 2 years of experience in customer service or contact center environments.
• Strong customer and service orientation.
• Excellent written and spoken Spanish, English and Chinese skills.
• Confident use of ticketing systems (preferably Zendesk) and standard office tools.
• Familiarity with SLAs, KPIs, and SOPs; reliability in achieving goals and adhering to process discipline.
• Strong de-escalation skills and the ability to handle difficult customer situations professionally.
• Fully remote-capable: stable internet connection, quiet workspace, headset, and reliable availability.
• Advantageous: experience in fintech, banking, insurance, or supporting international students.

What You Can Expect

• A varied, professional working environment in an exciting and future-proof industry, where cooperation, diversity, and mutual respect are paramount.
• Flat hierarchies, fast decision-making, and flexible working hours.
• A fully remote role from Colombia, with flexibility to manage your work-life balance.
• An international and collaborative work culture with colleagues worldwide.
• Competitive salary with performance-linked incentives.

Become part of us—we look forward to accompanying you on your journey!