Client Experience Officer (Portuguese Speaker)

About the role

The Client Experience Officer will provide high‑quality pre‑ and post‑sales support to Pepperstone clients through live chat, email, phone and social media. Reporting to the Team Leader in Santiago, you will help monitor trading conditions, resolve client issues and ensure regulatory compliance.

Key responsibilities

• Deliver customer support via live chat, email and phone, meeting KPIs and service standards.
• Manage the client experience inbox and other communication channels with timely, accurate responses.
• Document and categorize client issues to generate insights for service improvement.
• Maintain and update the website support page and knowledge base.
• Enhance communication methods and channels to improve the overall client experience.
• Support client conversion and retention initiatives.
• Assist clients with account verification when required.

Required profile

• Experience in a similar customer service role, preferably in financial services or fintech.
• Familiarity with CRM systems and trading platforms such as MT4 and MT5.
• Degree in business, communications or a related field.
• Fluency in English and Portuguese.
• Strong communication, relationship‑building abilities and attention to detail.
• Ability to work under pressure in a fast‑paced, evolving environment.
• Proficiency with Microsoft Office, Google Drive, Gmail and Slack.
• Commitment to continuous learning and alignment with Pepperstone’s values.

Required skills

• MT4
• MT5
• CRM systems
• Microsoft Office
• Google Drive
• Gmail
• Slack

What we offer

• Competitive salary structure with a company bonus scheme.
• Collaborative and friendly culture.
• Flexible and hybrid working arrangements, with up to 4 weeks of remote work per year.
• Ongoing personal development and learning opportunities.
• Paid annual leave, paid sick leave and three paid volunteering days per year.
• Workplace Giving Program, recognition and reward programs, and frequent events.
• Employee Assistance Program and wellbeing initiatives.