Customer Support Executive

Job Summary

Customer Support Executive will play an important role in collaborating with both our EMIS and REDD product development team and account managers. Their primary responsibility will be providing excellent support for our EMIS clients and ensuring the seamless success of the REDD migration process. This involves promptly identifying, escalating, and swiftly resolving any issues that may arise. Following the completion of the REDD migration, the selected individual will continue to be a vital member of our Global Customer Support team. In this capacity, they will provide essential support to end users and account managers, guiding the onboarding of new users, effectively managing inquiries, and skilfully addressing and escalating any concerns. This ensures that clients maintain a positive and gratifying experience with the EMIS and REDD platforms.

Responsibilities

• Manage the end-to-end user query process from ticket reporting to resolution to ensure SLA commitment.
• Customer Support Executive, EMIS/REDD (hybrid working)
• Bogota, Colombia
• Provide user support to our client base during REDD migration phase
• Get prompt responses from operations and or product development team to ensure response times committed within the sales offer.
• Provide user support, training and onboarding to our client base.
• Provide a friendly user experience when talking to/emailing clients.
• Act as 1st level support to answer any query on EMIS and REDD covering content, tools, and usability.
• Escalate query to 2nd level support for complete resolution.
• Assists Sales team in the pre-sales support phase by conducting thorough data analysis and data mapping.
• Work closely with the Account Managers to ensure high level of service quality and user satisfaction and retention.
• Work closely with Product Development Team on the user feedback analysis & enhancements implementation.
• Provide user training, collect, and summarize user feedback.
• Document queries/issues to build up knowledge base.
• Assist in product testing.

Requirements:

Core Qualifications

• University degree in Economics, Business, Finance, International Relations, or related field
• 1–3 years’ experience in customer support, customer success, or client-facing roles (preferably B2B / SaaS / financial services)
• Fluent in English and Spanish languages, plus reading, comprehension, and writing skills in Portuguese.
• Excellent written communication skills, with the ability to communicate complex information clearly and effectively

Skills

• Familiarity with financial markets, investment workflows, or market data platforms
• Proven ability to work in cross-functional teams (in this role you will need to interact with clients, account managers, product and technology teams)
• Self-managed with a structured, detail-oriented approach
• Experience using CRM tools and working with data platforms. Basic data handling (Excel, dashboards)
• Strong focus on customer satisfaction, adoption, and retention