Senior CX Agent - AI-Powered Fintech Support (Remote MX)

Nelo; Ciudad de México; Hybrid; MXN 212,000 - 279,000; Full time

Benefits offered by this job

Equity

Medical, dental & vision insurance

Remote in Mexico City or Greater Metro

Team offsites

Growth opportunities

Job summary

Nelo is a leading fintech company in Mexico seeking a Customer Experience Agent who can operate with autonomy and strong analytical thinking. You will own complex resolutions, analyze user problems across multiple systems, and collaborate with Product and Engineering to improve automation and support strategy.

Fluency in Spanish and English is required. The role emphasizes thinking like a product analyst, not just following scripts, and offers a fast-paced, AI-augmented CX environment with

Qualifications

• 2-4 years of experience in customer support or fintech/ marketplace environments in high-concurrency channels like WhatsApp.
• Familiarity with dashboards or ticketing tagging systems.
• Not just reactive, you anticipate problems, ask smart questions, and solve with judgment.
• You’re highly analytical and data curious; you may not write SQL yet, but you’re eager to learn.

Responsibilities

• Deliver fast, accurate, and empathetic support via WhatsApp, email, and internal workflows.
• Handle complex user scenarios, including financial disputes, exception cases, and ambiguous product issues.
• Analyze tickets to detect root causes, identify patterns, and raise quality tickets to Product or Engineering.
• Use internal tools and dashboards to query user data, assess trends, or confirm behaviors.
• Collaborate with the automation team to improve flows by providing structured feedback or tagging errors.
• Stay up to date on product changes and use that context to drive accurate resolutions.
• Support operational processes, including claims, identity checks, transaction investigations, and escalations.

Skills

Customer support

Analytical thinking

Data-driven

Bilingual (Spanish/English)

Tools

Dashboards

Ticketing systems

Job description

Nelo is a leading fintech company in Mexico seeking a Customer Experience Agent who can operate with autonomy and strong analytical thinking. You will own complex resolutions, analyze user problems across multiple systems, and collaborate with Product and Engineering to improve automation and support strategy.

Fluency in Spanish and English is required. The role emphasizes thinking like a product analyst, not just following scripts, and offers a fast-paced, AI-augmented CX environment with