Step into the future of finance with UGLYCASH! We’re on a mission to shatter the norms of traditional banking and make financial freedom a reality for everyone. As a bold, cutting-edge platform, UGLYCASH is rewriting the rules of how people interact with money—and we want talent like you to help make it happen. Ready to disrupt the system and create something extraordinary? Let’s go!

In the last 10 weeks, we’ve seen a weighted average WoW growth of 24.6% in members adding funds to UGLYCASH on a stablecoin model based in Rtokens by the Reserve protocol, aiming to offer global banking-like services regulated in the future crypto capital of the world, the USA.

We are seeking new support agents to join our Member Experience team. We're looking for dynamic individuals who embody the essence of startup culture; bold, brave, and willing to put in the extra time and effort. This is a position that will require heavy time dedication and a consistent passion to push our project forward. As a member of our team, you'll be at the forefront of building something different, exciting, everchanging, and truly remarkable.

We provide unequivocal service and support to our members. They will look to you and rely on you for personalized guidance as they build their financial journey with us; you will be the support they never forget!

Important: this position is a 3-month trial; upon successful completion of the trial, relocation to Buenos Aires is required and will be supported by the company. After relocation, this position becomes a hybrid position; working Monday through Thursday in our Buenos Aires (Belgrano) office.

Responsibilities

Support Agent – chats and customer-facing interactions

Handle customer concerns, complaints, and inquiries
Manage customer relations
Build customer loyalty and advocacy
Document customer interactions
Monitor customer satisfaction

Member Experience – Intercom flows, performance goals, customer support material

Design customer journeys
Understand customer needs and expectations
Set and monitor performance goals
Implement experience strategy
Manage customer support material

Reports & Analytics – SLA adherence and performance analysis

Measure and analyze customer feedback
Measure and analyze member advisor performance
Share feedback and performance reports

Product Support – escalation, troubleshooting, innovation, resolution

Investigate and escalate product issues
Provide technical assistance to members
Contribute innovative resolution strategies
Stay up-to-date on product progress and feature releases
Assist in customer acquisition strategies and help create effective marketing campaigns

Procedure Development & Maintenance

Maintain workspace documentation and information
Implement and adhere to policies and procedures
Create and analyze procedures; close efficiency gaps
Assist in customer acquisition strategies and help create effective marketing campaigns

Collaboration

Work closely with other teams on projects and feature launches

Startup energy, mentality and multi-tasking bandwidth

Bi-lingual; fluency in both Spanish and English (customers are based in the US, Mexico, and Latin America)
Comfortable with customer-facing interactions (chat, phone, WhatsApp, and video-calls)
Strong communication skills
Ability to work collaboratively in a fast-paced environment
Relocation: (after a successful 3-month trial) ability to work in-office at our Buenos Aires (Belgrano) office, Monday through Thursday
Passion for innovation and driving positive change
Excellent analytical and problem-solving skills
General understanding of the financial services landscape
Bonus (not required):

Experience with Intercom CRM, Slack, and Notion
Experience with financial application services, neobanking, and cryptocurrency
Engineering or IT background

Do something meaningful, helping people around the world access a safe and transparent financial system
Be part of a fast-moving, challenging, and unique opportunity
Training: We provide an in-depth 2-week training on our company structure, the tools we use, how we use them, and the product we provide so you can best serve our customers

Compensation: We offer a competitive compensation plan; salaries are 100% USD-denominated*
Relocation: Opportunity to move to Buenos Aires and work at our centrally located office in the Belgrano neighborhood of Buenos Aires.
Nomadic work opportunities: Enjoy the flexibility of working remotely for 2 months a year.
Paid time off: Our policy includes 3 weeks of vacation, sick days, company holidays, and bonus anniversary days.
Parental & bereavement leave: Paid parental leave for new parents, including maternity, paternity, and adoption leave.

If you're ready to join a mission-driven team and help build the future of financial services, we want to hear from you!

*salaries are USD-denominated and paid in eUSD stablecoins

Best Friend Finance is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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