Customer Operations Analyst

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Manage tickets and operational and technical requests from corporate clients, ensuring clear and timely responses via email and support tools.

• Assist in onboarding and implementation processes, helping clients understand and effectively use the platform.

• Provide timely follow-up on incidents, maintaining constant communication and ensuring appropriate resolutions within established timelines.

• Monitor operational events and escalate technical or transactional anomalies with a sense of urgency.

• Coordinate with internal teams in Operations, Product, Engineering, and Compliance to facilitate incident resolution.

• Guide clients in utilizing various financial rails and operational processes, including SPEI, Service Payments, reconciliations, and transactional flows.

• Document incidents, solutions, and best practices to strengthen the knowledge base and continuously improve operations.

• Ensure compliance with SLAs and response times during critical operational periods.

• Identify recurring patterns and opportunities for improvement to reduce friction and enhance the customer experience.

⛳️ Requirements

• 1 to 3 years of experience in B2B Customer Support, Help Desk, Technical Support, or operational roles within technology or fintech companies.

• Excellent written and verbal communication skills; ability to convey information clearly, professionally, and empathetically.

• Strong service orientation and ability to handle incident or escalation scenarios with composure and a sense of urgency.

• Attention to detail and capacity to manage multiple tickets or cases simultaneously.

• General understanding of systems, operational flows, and technological platforms.

• Ability to read and comprehend basic technical documentation.

• Organizational skills and discipline to follow up on cases and meet established timelines.

• Intermediate proficiency in Excel or Google Sheets.

• Intermediate English, particularly for reading and written communication.

• Desirable: Previous experience in fintech, payments, or financial services.

• Desirable: Familiarity with ticketing tools, incident management, or CRM systems.

• Desirable: Basic knowledge of SQL, BI, or data analysis.

• Desirable: Basic understanding of APIs, integrations, or programming.

• Desirable: Experience providing support to corporate clients.

🏝️ Benefits

• Direct exposure to the daily operations of a financial infrastructure and payments fintech.

• Practical learning about financial rails, SPEI operations, reconciliations, and transactional flows.

• Constant interaction with corporate clients and real operational cases (this is not a call center role).

• Close collaboration with Product, Engineering, Operations, and Compliance teams.

• Opportunity to build a solid career in B2B Customer Support within the fintech ecosystem.

• An environment where you can learn, propose ideas, and make a real impact on our clients' experience.

• Accelerated professional growth within a company in the construction and scaling stage.