Remote Support Operations Specialist – Fraud & Escalations

Tilt; Mexico; Hybrid; PHP 1,027,000 - 1,643,000; Full time

Benefits offered by this job

WFH stipend

Flexible health coverage

Equity/package

Job summary

Tilt Mexico is seeking a Support Operations Specialist to investigate fraud and risk cases, resolve escalations, and maintain content and quality standards using backend tools. The role involves working across queues, documenting cases for QA, and driving policy or tooling improvements.

You will collaborate with Compliance, Legal, Product, Engineering, and International Support Ops to close gaps, own end-to-end cases, and help shape a scalable support machine.

Qualifications

• 3-6 years in support, risk and fraud, disputes, escalations, or enablement - fintech, banking, or lending experience preferred
• 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
• A calm, empathetic communicator who asks why instead of just clearing the queue
• Flexibility to work some weekends and holidays

Responsibilities

• Investigate and resolve transaction and credit disputes within SLA - with documentation that's audit-defensible
• Own escalated and sensitive cases across email, chat, phone, and social - with a focus on resolution
• Keep enablement current - maintain SOPs, job aids, macros, and decisioning workflows
• Work the systems, not just the cases - backend actions with audit trail and automation potential
• Partner cross-functionally with Compliance, Legal, Product, Engineering, and International Support Ops

Skills

Spanish fluency

English fluency

3-6 years experience

SQL a plus

Data-oriented

Case ownership

Tools

Zendesk

Job description

Tilt Mexico is seeking a Support Operations Specialist to investigate fraud and risk cases, resolve escalations, and maintain content and quality standards using backend tools. The role involves working across queues, documenting cases for QA, and driving policy or tooling improvements.

You will collaborate with Compliance, Legal, Product, Engineering, and International Support Ops to close gaps, own end-to-end cases, and help shape a scalable support machine.