MexicoSupport & Operations Analyst
2 нед. назад
MexicoLATAMHybrid
Support & Operations Analyst role at focusing on credit card product launch in Mexico.
Обязанности
- is launching its credit card product in Mexico and building a founding
- local team. We're looking for someone to own the day-to-day operation of that
- product: the customer conversations, yes, but also the queues, the exceptions,
- the data behind them, and the tooling that makes all of it faster next month
- than it was this month.
- This is not a scripted support seat. Our support stack is heavily instrumented
- and increasingly AI-assisted, which means the routine answers are largely
- handled what's left is the interesting part: cases that don't fit the script,
- patterns nobody has noticed yet, and processes that still need a human to design
- them. You'll spend part of your week talking to customers and part of it
- figuring out why they had to contact us at all.
- We're a small team in a market we're still learning. The person who does well
- here is curious, comfortable being the one who doesn't wait to be told, and
- happy to wear whichever hat the day needs.
Требования
- Excellent written Spanish and working English (our tools, docs, and much of the team operate in English)
- Genuine analytical curiosity: you like taking something apart to understand why it broke, and you follow the thread further than you were asked to
- Comfort with data and tooling — spreadsheets, dashboards, internal admin panels — and no fear of a query, an API response, or a log file
- Hands-on experience using AI tools in real work (ChatGPT, Claude, Copilot, n8n or similar): you've briefed an assistant on a task, iterated on the prompt, checked its output, and formed opinions about where it fails.
- We're not looking for an AI specialist — we're looking for someone who already works this way
- A bias toward figuring it out: you exhaust what you can do yourself before escalating, and when you do escalate you arrive with context
- Care and precision with people's money and personal data, and the judgement to slow down on sensitive or emotional cases
- Comfort with ambiguity and shifting priorities in an early-stage team
Будет плюсом
- Experience in fintech, banking, lending, or payments operations
- Any hands-on technical foundation: basic SQL, scripting, Python notebooks, workflow automation tools, or having built something small yourself
- Experience owning a support or ops process, not just working inside one
- Background in a fast-growing startup or a founding-team environment
Другое
- is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start:
- One of the UK’s newest unicorns with a team of just over 700 people
- Among the fastest-growing tech companies in the UK
- Profitable since 2017
- Backed by top investors including Balderton Capital and Goldman Sachs
- Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot )
- So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance . We get money into our customers’ hands in minutes instead of days.
- We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.
- Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of from day 1
- Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
- Build the best technology in-house , using new data sources, machine learning and AI to make machines do the heavy lifting
- Run the recurring card-ops routines: blocked accounts, failed card deliveries, payments that need reconciling, applications stuck mid-flow
- Take a case from first contact through to actual resolution, including the backend or ops step that fixes it — not just the reply to the customer
- Keep queues clean and decisions auditable, and know which cases genuinely need another team versus which ones you can close yourself
- Dig into dashboards, internal tools, and customer records to work out what actually happened before deciding what to say
- Reconstruct timelines across systems — application, card, transactions, payments and form a view on root cause
- Spot irregularities early (fraud signals, broken flows, provider failures) and escalate with evidence and a hypothesis, not just a screenshot
- Use AI assistants and internal agents to triage, draft, summarise, and pull data — and know when their output is wrong and shouldn't be shipped
- Improve the prompts, macros, and knowledge sources those agents rely on when you see them getting things wrong or going stale
- Help us decide which repetitive work should be automated next, and what needs to stay human
- Track what customers contact us about, quantify it, and bring the top patterns to Product, Risk, and Engineering with data attached
- Write and maintain the runbooks, help articles, and macros the rest of the team uses
- Reduce your own dependency on other teams: learn the internal tools, the SQL queries, and the ops scripts well enough to answer your own questions
- Be the person who notices that a spike in one queue is caused by something three systems away
- Bring the customer reality into product and risk decisions, and translate those decisions back into something a customer can understand in Spanish
- You're looking for a defined script and a fixed queue to work through
- You'd rather hand a problem to another team than learn the system behind it
- You prefer stable, unchanging processes, ours will change frequently
- Winning team: the opportunity to scale up one of the world’s most successful fintech companies
- Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites
- Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls
- Health coverage: support for your physical and mental wellbeing, including private health cover
- Retirement & savings: long-term financial wellbeing through retirement savings plans
- Employee referral programme: earn a competitive bonus when you refer successful new team members
- Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations
- Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations
- Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner.
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