**Be the next Nocturne Experience Specialist at Global66,** join us in improving the quality of life for individuals and businesses through technological financial products and services. We are a Tribe composed of over 200 people from different nationalities, located across several countries (Chile, Argentina, Peru, and Colombia). We are connected by a service that does not believe in borders, we have team awareness, we are passionate about what we do, and we celebrate every achievement as if our favorite team had won. We have set out to build the largest global financial services platform in Latin America, and there's no better way to achieve this than with an outstanding team full of great talents who challenge themselves daily to create the best ideas, break the limits of the impossible, and take risks that will lead them to achieve results. ### **Your upcoming challenges** At **Global66**, we believe that everything starts and revolves around our customers. That is why the **Nocturne Experience Specialist at Global66** is responsible for ensuring Global66's operational continuity during nighttime operations, providing 24/7 support to high-value customers, managing emergencies and critical cases, and monitoring potential fraud or irregularities on the platform. Your role is key to ensuring every customer receives fast, effective, and empathetic assistance, strengthening trust in our digital financial services. Additionally, you must coordinate with internal departments, documenting and handing over cases in an orderly manner to the daytime team to maintain uninterrupted service. * Respond to and resolve emergency cases from high-value customers (B2C/B2B) quickly, accurately, and empathetically. * Monitor and manage potential fraud or suspicious transactions during nighttime operations, escalating to relevant teams. * Provide 24/7 support across all channels (WhatsApp, email, phone calls), ensuring SLA compliance and quality standards. * Ensure operational continuity by recording and documenting all cases in CRM (Salesforce or others) for smooth handover to the daytime team. * Strengthen customer retention through effective, clear, and personalized service, especially in critical or highly frustrating situations. * Coordinate with internal teams (Fraud, Compliance, Operations, Reconciliation) to resolve complex incidents. * Identify patterns and opportunities for continuous improvement, reporting recurring incidents and optimization suggestions. * Follow security and regulatory protocols, safeguarding data integrity and risk prevention. * Act as an ambassador of the company’s tone and voice, maintaining professional, clear, and empathetic communication with customers. ### **What we're looking for?** * **Education:** Bachelor's degree or technical studies in Administration, Engineering, Finance, or related fields. * **Experience:** 2\-3 years in customer service roles, emergency management, or technical support, preferably in fintech or financial sectors. * **Regulatory Knowledge:** Familiarity with KYC/AML regulations, country-specific fraud laws, and card transaction dispute management. * **Technical Tools:** Proficiency with CRM systems, ticketing systems, and backoffice tools. * **Written Communication:** Excellent writing skills and empathetic communication abilities to understand customer needs and foster retention. ### **Benefits** We are a high-performance team, meaning being here means being among the best. We are proud to represent Global66 and be part of this tribe. We value diversity and only have room for those hungry for growth! Additional benefits include: * We offer 300 USD for continuous education * Monthly discount coupon for transfers via our app * Flexible dress code * Birthday paid day off * Global66 gifts you your computer after 2 years And even more… you'll gain access to a state-of-the-art benefits app, * Virtual fitness * Telemedicine * Nutritionist * Psychological support * Meditation app