Customer Support Specialist

AiPrise enables fintech and crypto companies to onboard users compliantly and detect and remove fraudsters intelligently. We connect with multiple data sources like Government ID checks, credit bureaus, social media checks, IP address checks, phone number checks and give a simple YES/NO answer about a user to our customers. 🌍 Customer Support Specialist (Bilingual – Spanish & English) Location: Remote (Mexico preferred or similar timezone) About AiPrise AiPrise is a Y-Combinator backed global compliance platform that helps companies verify identities and businesses through a combination of AI-powered fraud detection, orchestration, and local data integrations. We work with fintechs, banks, and enterprises across the world to make onboarding safer and smarter. Role Overview We’re looking for a bilingual (Spanish & English) Customer Support Specialist to join our growing team. You'll be the front line of communication for our customers—helping resolve issues, guide users through our platform, and ensure a high-quality experience. You’ll work closely with our product, engineering, and customer success teams to ensure customer feedback is heard and acted on. What You’ll Do Provide responsive, empathetic, and technically accurate support to our global users via email, chat, and occasional video calls Troubleshoot and guide users through technical issues related to the AiPrise dashboard, SDKs, APIs, and integrations Act as a liaison between customers and our technical team to escalate bugs or feature requests Maintain clear and structured documentation for internal processes and customer knowledge bases Translate key support documents and responses between Spanish and English as needed Monitor customer queries and maintain SLAs, ensuring timely resolution and customer satisfaction Collaborate with product and engineering teams to continuously improve the customer experience Who You Are Fluent in both Spanish and English (written and spoken) Based in Mexico or a similar timezone for optimal overlap with our global customer base Tech-savvy and comfortable navigating APIs, SDKs, and developer documentation (bonus if you’ve worked in a SaaS or developer tools environment) Strong communicator with a customer-first mindset Organized and self-motivated with the ability to manage multiple requests simultaneously Prior experience in customer support, ideally for a B2B SaaS or fintech company, is a plus Bonus Points Experience with support tools like Zendesk, Intercom, or Freshdesk Familiarity with compliance or identity verification platforms Basic troubleshooting skills with tools like Postman, browser dev tools, etc. We use a Typescript React frontend coupled with Flask backend hosted on AWS. We also provide our customers with embeddable web SDKs that they can integrate within a day.