Support Operations Specialist, Mexico

Role overview

Join a remote-first fintech operations team serving customers across multiple countries, focusing on the Mexico market. The role sits inside a mobile-first lending product that uses non-traditional signals to underwrite credit for working people, and combines fraud investigation, dispute resolution, escalations, and enablement work in a single position. It is a hands-on specialist or senior specialist track, suited to someone who treats casework as a way to improve the system rather than just close tickets.

Responsibilities

- Investigate and resolve transaction and credit disputes within service-level agreements, producing documentation that stands up to QA and audit review months later - Lead response on fraud incidents, including account-level actions, scoping impact, and surfacing findings to leadership - Own escalated and sensitive cases across email, chat, phone, and social channels, prioritizing actual resolution over deflection, and formally document complaints when they arise - Maintain SOPs, job aids, macros, and decisioning workflows; run QA reviews and translate patterns into process or training changes - Execute account actions through backend and admin tools with a clean audit trail, and validate AI-generated outputs before they ship - Partner with Compliance, Legal, Product, Engineering, and international support teams to close the gaps surfaced by casework

Requirements

- 3–6 years of experience in support, risk and fraud, disputes, escalations, or enablement, ideally in fintech, banking, or lending - Professional fluency in both Spanish and English - Demonstrated ability to own cases and workstreams end-to-end inside a policy-driven environment, including defending decisions under review - Strong written documentation skills and comfort with data; spreadsheets required, SQL a plus - Calm, empathetic communication style with a curiosity to understand root causes rather than clear queues - Flexibility to work some weekends and holidays

Nice to have

- Knowledge of consumer financial protection regulations - Experience with ticketing, admin, or identity tools such as Zendesk - Background in QA reviews or coaching frontline agents - Prior partnership work with BPO vendors in regulated environments - Hands-on use of AI tools to reduce manual workflows

Benefits and work setup

- Remote-first team distributed across multiple countries and time zones, with a work-from-home stipend - Competitive compensation plus equity - Flexible health coverage options with substantial employer subsidies - Twice-yearly paid company-wide gatherings for in-person connection - Direct access to leadership and growth tied to contributions rather than tenure