Remote Fraud & Support Operations Specialist (MX)

Tilt; México; On-site; MXN 320,000 - 520,000; Full time

Benefits offered by this job

WFH stipend

Flexible health coverage

Equity

Job summary

Tilt is seeking a remote-based Support Operations Specialist in MX to investigate fraud and risk cases, resolve escalations, and ensure content and process quality. The role blends frontline investigation with policy-driven improvements and cross-functional collaboration across Compliance, Legal, Product, and Engineering teams.

You will own end-to-end cases, document thoroughly for QA/audit, and drive recurring patterns to policy or tooling fixes.

Qualifications

• 3–6 years in support, risk and fraud, disputes, escalations, or enablement in fintech/banking contexts.
• Professional fluency in Spanish and English.
• Demonstrated ability to own cases and workstreams end-to-end in a policy-driven environment.

Responsibilities

• Investigate and resolve transaction and credit disputes within SLA with audit-ready documentation.
• Own escalated and sensitive cases across email, chat, phone, and social with focus on resolution.
• Maintain SOPs, job aids, macros, and decisioning workflows; QA reviews and implement changes.
• Track case metrics and identify manual workflows worth automation; validate AI outputs before release.
• Collaborate with Compliance, Legal, Product, Engineering, and International Support Ops.

Skills

Spreadsheets

SQL

Spanish and English

Policy-driven mindset

Tools

Zendesk

Job description

Tilt is seeking a remote-based Support Operations Specialist in MX to investigate fraud and risk cases, resolve escalations, and ensure content and process quality. The role blends frontline investigation with policy-driven improvements and cross-functional collaboration across Compliance, Legal, Product, and Engineering teams.

You will own end-to-end cases, document thoroughly for QA/audit, and drive recurring patterns to policy or tooling fixes.