Support Operations Specialist, Mexico

📋 Description

• Investigate and resolve transaction and credit disputes within SLA with audit-defensible
• 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
• Serve as escalation point for agents and BPO partners; properly identify and document complaints
• Maintain SOPs, job aids, macros, and decisioning workflows; run QA reviews and implement
• Support team and partner readiness ahead of launches and policy shifts

🎯 Requirements

• 3–6 years in support, risk and fraud, disputes, escalations, or enablement; fintech, banking, or
• Professional fluency in Spanish and English
• Demonstrated 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
• Calm, empathetic communicator who asks why instead of just clearing the queue
• Flexibility to work some weekends and holidays

🎁 Benefits

• Virtual-first teamwork with WFH office reimbursement
• Competitive compensation packages and generous equity
• Flexible health plans at every premium level with substantial subsidies
• Direct access to leadership and visibility into decision-making
• Paid global onsites twice yearly
• Growth opportunities based on contributions, not rigid promotion timelines