Job Opportunities API

CUSTOMER OPERATIONS LEAD You'll own the operating system behind one of Mexico's fastest-growing fintech support teams: the workflows, quality systems, and AI tooling that let agents handle increasingly complex cases at scale. Nelo's CX operation has scaled fast. The team handles a product that touches credit, payments, and commerce across millions of transactions. At this size, the work splits into two owned domains. The CX Manager owns strategy, hiring, cross-functional work, and the staffing model. This role owns the layer underneath it: the operating rhythm, quality, training, and the AI systems that keep agents performing consistently every day. The two domains are partners, not a hierarchy. You'll have functional oversight of frontline agents, but the core of the job is building the system they run on. This role is based in Mexico City, 80% on-site from the CDMX office. ABOUT NELO Nelo is a leading consumer fintech and e-commerce platform in Mexico, with >$500MM in annualized GMV and >$75MM in annualized revenue. Our mission is to increase the buying power of consumers in Latin America, and we are doing so by building a modern alternative to credit cards. Nelo has raised over $40M of venture capital from investors including Homebrew, Two Sigma Ventures and Susa Ventures. Nelo has additionally raised a $100M asset credit facility from Victory Park Capital. Our lean team includes experienced leaders from top technology companies including Uber, Amazon, Rappi, and DiDi. We pride ourselves on our velocity, intellectual rigor, and efficiency. Nelo has offices in Mexico City and New York City. WHAT YOU'LL WORK ON - Build the operating system. Some processes exist. Some don't. The onboarding playbook needs rebuilding and the QA cadence needs structure. You'll design how the operation runs day to day: how tickets get sampled, how agents calibrate against quality standards, how new hires ramp, and how performance gets surfaced and acted on. - Own quality. Nelo uses AI-generated CSAT scores, sentiment analysis, and BLAST scoring to evaluate agent performance. You'll own the QA cadence, define what "good" looks like, calibrate agents against it, and run performance improvement plans when someone falls behind. - Run the data layer. Nelo uses Metabase for dashboards. The CX team tracks first response rate, average handle time, tickets per hour, and agent-level quality scores. You'll build and maintain the operational reports that the coaching and staffing decisions run on. - Take functional oversight of the frontline. You'll run structured 1:1s, coaching conversations, and be the first escalation point when an agent doesn't know how to handle a case. New agent onboarding is frequent, since the team has grown significantly in the last six months. - Surface what the staffing model can't see. You're the person closest to how agents experience the work. When scheduling friction, tooling gaps, or workload imbalances come up, you bring them to the CX Manager with data and context so she can adjust the model. WHY YOU SHOULD APPLY - You've run an operation. That might have been a support team. It might also have been fulfillment, logistics, onboarding ops, marketplace operations, or another high-volume function where throughput and quality both matter. What you bring is the experience of owning an operating system end to end and the systems thinking to rebuild one that isn't working. CX domain knowledge helps, but it isn't the gate. - You build with AI, you don't just prompt it. You've used LLMs to design a workflow, automate part of a process, or stand up an evaluation system. You reach for AI to test something before building it by hand, and you can reason about where it belongs in an operation and where it doesn't. - You're data-fluent and independent. You don't need to be a SQL expert, but you navigate a BI tool (Metabase, Looker, Tableau) on your own, build a report, and use numbers to drive decisions. If