AI-Driven CX Specialist — Night Shift (Fintech Support)

Nelo; Ciudad de México; Hybride; MXN 244 000 - 292 000; Plein temps

Avantages offerts par ce poste

Remote in Mexico City

Equity

40 hours per week night shift

Résumé du poste

Nelo, a leading fintech in Mexico, seeks a Customer Experience Specialist to own complex resolutions with autonomy in a fast-moving, AI-augmented CX team. You’ll analyze user problems across systems and help improve automation and strategy while staying sharp in a high-trust night-shift environment.

We automate substantial inbound tickets, and you’ll be expected to think like a product analyst, driving trust-building resolutions and collaborating with Product and Engineering when needed.

Qualifications

• 2-4 years of experience in customer support or fintech/ marketplace environments.
• Experience handling high-concurrency channels like WhatsApp.
• Fluent in Spanish with comfortable reading and writing in English.
• Reliable, self-directed, and able to work at night with autonomy.

Responsabilités

• Provide fast, accurate, and empathetic support via WhatsApp, email, and internal workflows.
• Handle complex user scenarios including disputes and product issues.
• Analyze tickets to detect root causes and raise quality tickets to Product or Engineering.
• Use dashboards to query user data, assess trends, and confirm behaviors.
• Collaborate with automation to improve flows and tag errors.
• Stay up to date on product changes to drive accurate resolutions.
• Support operational processes including claims, identity checks, and investigations.

Connaissances

Customer support

Fintech experience

Night shift readiness

Description du poste

Nelo, a leading fintech in Mexico, seeks a Customer Experience Specialist to own complex resolutions with autonomy in a fast-moving, AI-augmented CX team. You’ll analyze user problems across systems and help improve automation and strategy while staying sharp in a high-trust night-shift environment.

We automate substantial inbound tickets, and you’ll be expected to think like a product analyst, driving trust-building resolutions and collaborating with Product and Engineering when needed.