Support Operations Specialist, Mexico

Join the Tilt team

At Tilt, we see a side of people that traditional lenders miss. 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 financial products — we're creating a new credit system that backs the working, whatever they're working toward.

About Tilt

At Tilt, we see a side of people that traditional lenders miss. 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. We're building the financial system that backs the working, whatever they're working toward.

The Opportunity: 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. We hire at two levels — Specialist owns a defined slice end-to-end with guidance; Senior Specialist takes the harder, more ambiguous cases and mentors peers. Either way, this isn't a queue-clearing role. We want someone who asks why a case landed here and does something about it. In your first year, success looks like: Working your queues independently, escalating only genuinely novel cases

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

Agents and BPO partners treating you as the go-to expert in at least one domain

How You'll Make an Impact

Investigate and resolve

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

Own escalated and sensitive cases

across email, chat, phone, and social — with a focus on resolution over deflection; be the escalation point agents and BPO partners rely on and properly identify and document complaints when they arise

Keep enablement current

— maintain SOPs, job aids, macros, and decisioning workflows; run QA reviews and turn findings into real process or training changes; support team and partner readiness ahead of launches and policy shifts

Work the systems, not just the cases

— execute account-level actions through backend and admin tools with a clean audit trail; track case metrics and translate them into recommendations; spot manual workflows worth automating and validate AI-generated output before it ships

Partner cross-functionally

with Compliance, Legal, Product, Engineering, and International Support Ops to close the gaps your casework surfaces

Why You're a Great Fit

3–6 years in support, risk and fraud, disputes, escalations, or enablement — fintech, banking, or lending experience preferred

Professional fluency in Spanish and English

Demonstrated ability to own cases and workstreams end-to-end in a policy-driven environment, comfortable defending decisions under review

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

Strong plus: consumer financial protection knowledge; experience with Zendesk or similar ticketing, admin, or identity tools; QA or coaching background; BPO partnership experience in a regulated environment; hands-on use of AI tools to reduce manual work.

Why Tilt

A remote-first team spanning 14 countries, with a WFH stipend and flexible health coverage. Competitive pay and equity. Direct access to leadership — growth here follows what you contribute, not how long you've been around. Twice a year, the whole company gets together somewhere worth traveling to.

Don't meet every qualification? We care about potential over your past. If you're bringing ambition and drive to what we're building, we want to hear from you.

What you'll get at Tilt

Virtual-first teamwork:

The Tilt team is collaborating across 14 countries, 12 time zones, and counting. You'll get started with a WFH office reimbursement.

Competitive pay:

We're big on potential, and it's reflected in our competitive compensation packages and generous equity.

Complete support:

Find flexible health plans at every premium level, and substantial subsidie