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.