SUPPORT OPERATIONS SENIOR LEAD

Hace 7 días
Iztapalapa Ciudad de México, Ciudad de México Tilt Finance Jornada completa
Our mobile-first products and machine learning-powered credit models look beyond credit scores, using over 250 real-time financial signals to recognize real potential. we're not just changing how people access financial products — we're creating a new credit system that backs the working, whatever they're working toward. Our mobile-first products and machine learning-powered credit models look beyond credit scores — using over 250 real-time financial signals to recognize real potential. With millions of customers worldwide, we're not just changing how people access credit. Support Operations Specialist, MX This role sits at the center of Tilt Mexico's operations — investigating fraud and risk cases, resolving escalations frontline agents can't handle, keeping content and quality standards current, and fixing problems at the source using our backend tools. The work is deliberately broad: fraud queue in the morning, a sensitive escalation in the afternoon, a job aid update in between. Senior Specialist takes the harder, more ambiguous cases and mentors peers. Case documentation that holds up under QA and audit review months later Spotting at least one recurring pattern and driving a fix to policy, process, content, or tooling transaction and credit disputes within SLA — with documentation that's audit-defensible, not just technically complete; support fraud incident response including account actions, impact scoping, and leadership analysis across email, chat, phone, and social — with a focus on resolution over deflection; run QA reviews and turn findings into real process or training changes; support team and partner readiness ahead of launches and policy shifts execute account-level actions through backend and admin tools with a clean audit trail; with Compliance, Legal, Product, Engineering, and International Support Ops to close the gaps your casework surfaces 3–6 years in support, risk and fraud, disputes, escalations, or enablement — fintech, banking, or lending experience preferred Professional fluency in Spanish and English Strong written documentation and comfort with data — spreadsheets required, SQL a plus Flexibility to work some weekends and holidays experience with Zendesk or similar ticketing, admin, or identity tools; QA or coaching background; A remote-first team spanning 14 countries, with a WFH stipend and flexible health coverage. Twice a year, the whole company gets together somewhere worth traveling to. Virtual-first teamwork: You'll get started with a WFH office reimbursement. Complete support: Find flexible health plans at every premium level, and substantial subsidies that stand up to global standards. Paid global onsites : When you join us, it's not just another day at the [virtual] office, you're helping millions of hardworking people reach better financial futures.

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