About the role

🌍 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.

About AiPrise

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.