Customer Success Manager (BeeKeeper) – Montevideo

About the role

PensionBee is looking for a Customer Success Manager – known internally as a BeeKeeper – to join its growing Montevideo team. You will support customers who are consolidating pensions or rolling 401(k)s, primarily through live‑chat and email, ensuring a smooth transfer experience and clear communication.

Key responsibilities

• Respond to customer inquiries via live chat and email within the SLA (one working day for emails and administrative tasks).
• Perform administrative duties related to customer accounts and pension transfers.
• Explain complex pension information in clear, concise language.
• Guide customers through the online platform (BeeHive) and assist with account actions.
• Liaise with external pension providers through their portals to ensure successful transfers.
• Support customers experiencing sensitive life events such as divorce, ill‑health, or bereavement.
• Collaborate with the Hive team to manage shared queue tasks and provide backup when needed.
• Participate in role‑specific training sessions and complete post‑training quizzes.

Required profile

• Strong written communication skills with the ability to simplify complex financial concepts.
• Experience in customer‑facing roles, preferably in a support or success environment.
• Comfort handling sensitive personal situations with empathy and professionalism.
• Team‑oriented mindset and willingness to collaborate on shared responsibilities.
• Motivation to learn about pensions, retirement products, and related processes.

Required skills

What we offer

• Opportunity to grow within a fast‑expanding, mission‑driven fintech.
• Supportive team culture with a focus on work‑life balance.
• Structured onboarding and continuous training.