Senior CX Analyst - FinTech (AI-Driven Support)

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

Benefits offered by this job

Medical, dental & vision insurance

Equity

Remote in Mexico City

Job summary

Nelo, a Mexico-based fintech, is seeking a Customer Experience Agent who can own complex resolutions and drive a fast, AI-augmented CX operation. You’ll analyze user problems across multiple systems and partner with product and engineering to refine flows.

We’re looking for 2–4 years in customer support or fintech/ marketplace environments, fluent in Spanish with strong English, and experience handling high-concurrency channels like WhatsApp.

Qualifications

• 2–4 years of experience in customer support or fintech/ marketplace environments.
• Fluent in Spanish and comfortable reading and writing in English.
• Ability to think like product analysts and work with cross-functional teams.

Responsibilities

• Deliver fast, accurate, and empathetic support via WhatsApp, email, and internal workflows.
• Handle complex user scenarios including disputes and product issues.
• Analyze tickets to detect root causes and raise quality tickets to Product or Engineering.
• Query user data with internal tools to assess trends and verify behaviors.
• Collaborate with the automation team to improve flows and tag errors.
• Stay up to date on product changes to drive accurate resolutions.
• Support operational processes including investigations and escalations.

Skills

Customer support experience

Fintech/Marketplace

Analytical thinking

Spanish + English

Tools

Dashboards

Ticketing systems

Job description

Nelo, a Mexico-based fintech, is seeking a Customer Experience Agent who can own complex resolutions and drive a fast, AI-augmented CX operation. You’ll analyze user problems across multiple systems and partner with product and engineering to refine flows.

We’re looking for 2–4 years in customer support or fintech/ marketplace environments, fluent in Spanish with strong English, and experience handling high-concurrency channels like WhatsApp.