Full-time, 9:00 AM–6:00 PM Eastern, Contractor Tech Stack: Gmail, internal support tools, Zoom At Near, we connect top talent in Latin America with exciting remote companies. Our mission is to create better lives by fostering a remote work culture that transcends borders. About the Company Our client is a fast-growing fintech startup helping individual investors and financial advisors through an investment research platform. They work as a global team to create meaningful impact. With innovation and collaboration at their core, they are transforming how investors and advisors access financial tools and insights. About the Role We’re looking for a Customer Success Representative who is highly organized, tech-savvy, and an excellent communicator. You will be the first point of contact for our users, helping them get the most out of the Koyfin platform. This role sits at the intersection of support, customer success, and product feedback - you will resolve issues, guide clients through complex workflows, drive product adoption, and surface insights that directly shape how we improve. This is a role for someone who is empathetic, proactive, and takes genuine ownership of the user experience. What You’ll Be Doing Customer Support Provide empathetic, timely support across email, help center, video, and calls resolving issues with care and professionalism Report bugs and partner with Product and Engineering to drive resolutions; manage bug tracking end-to-end including linking issues to internal tickets and notifying users when their reported issues are fixed Share customer insights and recurring feedback with the team to continuously improve the user experience Identify patterns in support requests and proactively suggest process or product improvements Take on ad hoc tasks related to customer success, client relationships, and broader company growth as needed Customer Success Help with the onboarding experience for new users and advisor clients, ensuring they reach value quickly and confidently Proactively check in with key accounts to understand how they're using the platform and where they may be stuck Drive product adoption by educating users on features and workflows relevant to their specific use case Gather and document customer feedback, use cases, and success stories to inform product direction Manage subscriptions, upgrades, renewals, and account transfers in collaboration with Sales Prepare and send invoices, follow up on payments, and handle contracts for enterprise accounts Schedule and lead product demos and training sessions for clients What We’re Looking For You are a support professional who takes ownership, communicates clearly, and genuinely cares about the user experience. 3+ years of customer support or sales operations at a SaaS or tech product company Proven ability to collaborate across teams - QA, Sales, and Engineering Strong product mindset - you understand what you're supporting and can explain it clearly Exceptional prioritization and organizational skills with a strong eye for detail Proactive about identifying issues and opportunities before they escalated Fast learner who picks up new tools, workflows, and domain knowledge quickly Comfortable with operational detail - billing records, contract workflows, payment follow-up Alignment with our values: Customer First, Humility and Respect, Teamwork, Continuous Improvement, and GSD Nice to Have Familiarity with financial data platforms or fintech products (Koyfin, Bloomberg, Refinitiv, FactSet, or similar) Working Hours 9 AM – 6 PM EST Monday through Friday Compensation $1,800–$2,500 USD/month 20 days of PTO, plus applicable bank holidays. Flexibility for time off as long as customer support coverage is maintained A culture of ownership and high standards A fully remote, results driven team that ships real product and learns directly from users The opportunity to own meaningful product surface area used daily by professional investors A product led company that values craftsmanship, accountability, and getting things done #J-18808-Ljbffr