Support Operations Specialist

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

📋 Description

• Conduct investigations and resolve transaction and credit disputes within service level agreements (SLA).

• Record cases in a manner that is defensible during audits.

• Assist in responding to fraud incidents, including actions on accounts, assessing impact, and analyzing for leadership.

• Manage escalated and sensitive cases across various communication channels such as email, chat, phone, and social media.

• Act as an escalation point for agents and Business Process Outsourcing (BPO) partners.

• Identify and document customer complaints.

• Maintain standard operating procedures (SOPs), job aids, macros, and decision-making workflows.

• Conduct quality assurance reviews and transform findings into process or training improvements.

• Support team and partner readiness for product launches and policy changes.

• Perform account-level actions through backend and administrative tools while ensuring a clear audit trail.

• Monitor case metrics and convert them into actionable recommendations.

• Identify manual workflows suitable for automation and validate outputs generated by AI.

• Collaborate with Compliance, Legal, Product, Engineering, and International Support Operations to address operational gaps.

⛳️ Requirements

• 3–6 years of experience in support, risk and fraud, disputes, escalations, or enablement roles.

• Professional proficiency in both Spanish and English.

• Capability to manage cases and workstreams comprehensively in a policy-driven environment.

• Confidence in defending decisions under scrutiny.

• Excellent written documentation abilities.

• Comfortable working with data.

• Proficient in spreadsheet applications.

• Availability to work occasional weekends and holidays.

• Experience in fintech, banking, or lending sectors is preferred.

• Knowledge of SQL is advantageous.

• Familiarity with consumer financial protection is highly valued.

• Experience with Zendesk or similar ticketing, administration, or identity management tools is a strong plus.

• Background in quality assurance or coaching is a strong asset.

• Experience working with BPO partnerships in a regulated environment is a significant advantage.

• Practical experience using AI tools to minimize manual tasks is a strong plus.

🏝️ Benefits

• Reimbursement/stipend for work-from-home office expenses.

• Competitive salary packages.

• Generous equity offerings.

• Flexible health insurance plans across all premium levels.

• Significant subsidies for health plan costs.

• Direct interaction with leadership.

• Paid global onsite events held twice a year.

• Opportunities for growth based on contributions rather than fixed promotion timelines.