**Summary** We’re seeking an experienced Technical Support / Customer Success Consultant to provide strategic guidance on support operations for fintech/AML/KYC teams. The focus is on improving internal processes, SOPs, and training methods, as well as auditing support quality. This is an advisory role—no deep product knowledge or direct client handling is required. No minimum time commitment. **Key Experience Required:** * 4 \- 5 years of experience as a technical support individual in a KYC industry. * Support process optimization, SOP design, team training, quality audits, customer success best practices. **Deliverables** * Review and optimize existing support workflows and internal processes * Develop and standardize SOPs for the TSR team * Conduct monthly audits of support replies to ensure quality and consistency * Recommend improvements for response templates, escalation procedures, and communication standards * Design and advise on training programs for TSRs, focused on process efficiency and response quality * Suggest metrics and KPIs to track TSR performance and customer satisfaction * Provide structured feedback and progress updates while collaborating remotely Job Type: Contract Contract length: 12 months Pay: Up to R$85\.00 per hour Expected hours: 20 – 40 per week Experience: * technical support (Required) Work Location: Remote