Client Support Specialist at Industry FT

, , Ecuador -

Full Time

Start Date

Immediate

Expiry Date

27 May, 26

Salary

0.0

Posted On

26 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Inquiries Management, Platform Issue Resolution, Technical Bug Identification, Problem-Solving, Ticket Resolution, Technical Execution, Root Cause Investigation, Client Communication, Prioritization, Escalation, Process Improvement, Native English Communication, SaaS Support, FinTech Support, Attention To Detail, Multitasking

Industry

Financial Services

Description

We're Hiring: Client Support Specialist Full-time | Hybrid | Quito, Ecuador About Us Industry FinTech (IFT) is transforming the world of private capital markets through technology, automation, and operational excellence. As a fast-growing company headquartered in Miami, with a global mindset, we’re scaling quickly and expanding our team in Quito, Ecuador. We’re a fast-paced team dedicated to innovation and growth. If you’re ready to take the Client Support Specialist position to the next level and make a real impact in a company that's changing the game, we want you to join us. Learn more: www.industryft.com The Role We are looking for a Client Support Specialist to manage technical inquiries and ensure the operational success of our global clients. In this role, you will be responsible for resolving platform-related issues, identifying technical bugs, and providing clear, actionable solutions. This is a back-end, operations-focused position centered on problem-solving, ticket resolution, and technical execution. You will work closely with our Customer Success Managers (CSMs) and internal teams (Product, Ops, Engineering) to investigate root causes, resolve technical hurdles, and ensure every interaction builds trust and clarity. What You’ll Do Serve as the first point of contact for client inquiries and support tickets. Review, prioritize, and respond to incoming requests within defined response times. Coordinate with internal teams to resolve client issues efficiently. Provide clear updates to clients throughout the resolution process. Document all interactions and resolutions in the ticketing system. Escalate urgent or complex issues when necessary. Identify recurring issues and help improve support processes. What We’re Looking For Native or fluent English communication is a MUST! (written and spoken) as you will support US-based clients and stakeholders daily. Background in Customer Support, Technical Support, or Client Relations within a SaaS or FinTech environment. You are comfortable learning complex software quickly and explaining it clearly to others. Strong attention to detail and the ability to resolve issues independently. Ability to manage multiple tickets and priorities simultaneously in a fast-paced environment. Reliable, proactive, and deadline-oriented. Bonus Points For: Experience with Zendesk (ticketing) and ClickUp (task management). Previous experience in a startup or fast-growing FinTech company. Familiarity with CRM systems like HubSpot or Airtable. Experience supporting US-based corporate clients. What You’ll Get Competitive local salary Full Ecuadorian benefits (IESS, 13th & 14th salaries, paid holidays) 15 days of paid time off, plus 1 extra day each year Company laptop + tools (after 3 months) Hybrid work setup (2-3 in-office days per week) Referral Bonus Program Career growth in a fast-scaling global fintech Ready to Join the IFT Team? We’d love to hear from you! You can apply through one of these ways: Send your resume in English to mariajose@industryft.com with the subject: “Client Support Specialist – [Your Name]” Apply through our hiring platform: Trakstar Or apply directly via LinkedIn

Responsibilities

The specialist will serve as the first point of contact for client inquiries, managing technical issues, resolving platform-related problems, and documenting all interactions in the ticketing system. This role involves coordinating with internal teams like Product and Engineering to investigate root causes and ensure operational success for global clients.