Fraud & Escalations Operations Specialist (Remote)

tilthq; Mexico; Remote; MXN 420,000 - 640,000; Full time

Benefits offered by this job

WFH stipend

Flexible health coverage

Equity opportunities

Job summary

Tilt is seeking a Support Operations Specialist for Mexico to investigate fraud and risk cases, resolve escalations, and maintain high standards in content and process quality. The role blends frontline problem solving with policy and tooling enhancements, requiring clarity, documentation, and cross-functional collaboration.

Ideal candidates have 3–6 years in fintech support, strong Spanish and English, and a proactive, audit-ready mindset.

Qualifications

• 3–6 years in support, risk and fraud, disputes, escalations, or enablement in fintech/banking
• Professional fluency in Spanish and English
• Ability to own cases and workstreams end-to-end in a policy-driven environment
• Strong written documentation and comfort with data (spreadsheets required; SQL a plus)
• Experience with Zendesk or similar ticketing systems and AI tools to reduce manual work

Responsibilities

• Investigate and resolve transaction and credit disputes within SLA with audit-defensible documentation
• Own escalated and sensitive cases across email, chat, phone, and social
• Keep enablement current by maintaining SOPs, job aids, macros, and workflows; QA reviews and training updates
• Work the systems, not just cases, by executing backend actions with audit trails and identifying automations
• Partner cross-functionally with Compliance, Legal, Product, Engineering, and International Support Ops

Skills

English fluency

Spanish fluency

Data analysis

SQL

Tools

Zendesk

Job description

Tilt is seeking a Support Operations Specialist for Mexico to investigate fraud and risk cases, resolve escalations, and maintain high standards in content and process quality. The role blends frontline problem solving with policy and tooling enhancements, requiring clarity, documentation, and cross-functional collaboration.

Ideal candidates have 3–6 years in fintech support, strong Spanish and English, and a proactive, audit-ready mindset.