Customer Support Team Lead

Félix; México; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A financial services company in Mexico is seeking a Customer Support Team Lead. The role involves leading a dedicated team of support specialists to enhance customer experience and operational efficiency. Ideal candidates will have a Bachelor’s degree and experience in fintech with strong analytical and leadership skills. Remote work and a competitive salary of $28,000 MXN gross monthly are offered.

Servicios

Competitive salary

Flexible PTO policy

Health insurance

Opportunities to grow

Formación

• 2+ years of experience leading customer support teams in fintech or tech environments.
• Proven track record of improving processes and operational KPIs.
• Experience collaborating with Product, Engineering, and Operations teams.

Responsabilidades

• Lead a team of 10–15 Customer Support Specialists to achieve performance excellence.
• Monitor key metrics to drive data-driven improvements.
• Design solutions to operational bottlenecks.

Conocimientos

Leadership

Communication

Analytical mindset

Coaching

Conflict resolution

Educación

Bachelor’s degree in Business, Engineering, or related field

Herramientas

Zendesk

Intercom

Salesforce Service Cloud

Descripción del empleo

About Us

At Félix, we’re building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances. Our core product is an AI‑powered bot built on WhatsApp, allowing our users to send money home as easily as sending a text message. We leverage cutting‑edge technology like AI, blockchain, and stablecoins to make cross‑border payments faster, more affordable, and more accessible than ever before. We are a hyper‑growth Series B company, backed by over $100 million in funding from top‑tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and General Catalyst Customer Value Fund. This isn’t just about the numbers; it’s a testament to the trust our investors have in our vision and our team. Additionally, Félix was selected as an “Endeavour Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high‑performers, united by our shared obsession with a single goal: empowering our customers. We’re all owners of Félix, driven by a bias for action and a true experimentation spirit to get shit done with urgency and focus. Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long. We are a team that is fiercely loyal to each other, where radical transparency and constructive feedback are how we grow and push for excellence. We are bold, we care less about what others are doing, and more about creating sustainable value and a product that truly makes our users’ lives better. We are building the future, today.

About the Role

We’re looking for a Customer Support Team Lead who’s passionate about building high‑performing teams and delivering an exceptional customer experience. You’ll lead a team of 10–15 support specialists, ensuring operational excellence, while driving innovation and continuous improvement in our support operations. This is not a role for a “manager of metrics” — it’s for a builder, a coach, and a strategic problem‑solver who wants to have a direct impact on thousands of customers’ lives.

What You’ll Do

• Lead, coach, and inspire a team of 10–15 Customer Support Specialists to achieve excellence in performance and service quality.
• Monitor and analyze key metrics to identify trends, build hypotheses, and implement data‑driven improvements.
• Detect operational bottlenecks and proactively design solutions to increase efficiency and scalability.
• Collaborate cross‑functionally with Product, Engineering, and Operations to optimize processes and customer journeys.
• Foster a culture of continuous learning, accountability, and feedback, helping your team grow both personally and professionally.
• Ensure high‑quality support delivery across communication.
• Be hands‑on when needed — from handling escalations to rolling up your sleeves during peak times.

What We’re Looking For

• Bachelor’s degree in Business, Engineering, or related field.
• 2+ years of experience leading customer support teams in fintech, tech, or startup environments.
• Proven track record of improving processes and operational KPIs.
• Strong analytical mindset: able to interpret data and translate insights into action.
• Excellent communication, coaching, and conflict‑resolution skills.
• Comfortable operating in high‑speed, constantly evolving environments.
• Experience with tools like Zendesk, Intercom, or Salesforce Service Cloud.
• English: Upper‑intermediate level or above.
• Be hands‑on when needed — from handling escalations to rolling up your sleeves during peak times.
• Be comfortable working occasional weekend shifts or on‑call rotations to support critical operational needs.

What We Offer You

• Competitive salary: $28 000 MXN gross per month + annual performance bonus.
• 100% remote work.
• Flexible PTO policy.
• Health insurance.
• Fast‑paced, high‑impact environment where your work truly matters.
• Opportunities to grow and lead as we scale across new markets.

Equal Opportunity Employer

At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.

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