AI-Driven CX Specialist (Night Shift) — Remote MX

Nelo; Ciudad de México; À distance; MXN 280 000 - 320 000; Plein temps

Avantages offerts par ce poste

Medical, dental & vision insurance

Equity

Remote in MX City / Metro Area

15 days PTO

Team offsites

Résumé du poste

Nelo is seeking a Customer Experience Specialist to operate with autonomy on a night shift from 11:00 PM to 7:00 AM, 40 hours/week, within Mexico City or the Metropolitan Area. The role focuses on high-concurrency WhatsApp and email support, with escalation to Product and Engineering as needed.

You’ll contribute to automation and maintain excellent customer trust while growing with a fast-growing fintech. Bilingual Spanish/English preferred.

Qualifications

• Experience in customer support or fintech/marketplace environments.
• Experience with high-concurrency channels (e.g., WhatsApp).
• Ability to work at night and autonomously.

Responsabilités

• Deliver fast, accurate, and empathetic support via WhatsApp, email, and internal workflows.
• Handle complex user scenarios including disputes, exceptions, and ambiguous product issues.
• Analyze tickets to detect root causes, identify patterns, and raise issues to Product/Engineering.

Description du poste

Nelo is seeking a Customer Experience Specialist to operate with autonomy on a night shift from 11:00 PM to 7:00 AM, 40 hours/week, within Mexico City or the Metropolitan Area. The role focuses on high-concurrency WhatsApp and email support, with escalation to Product and Engineering as needed.

You’ll contribute to automation and maintain excellent customer trust while growing with a fast-growing fintech. Bilingual Spanish/English preferred.