Customer Experience Specialist

About Nelo

About the Company

Nelo is a leading fintech in Mexico reimagining credit to expand consumer buying power. Founded in 2019 by former Uber international growth team leads Kyle Miller and Stephen Hebson, Nelo offers credit cards, BNPL loans, bill payments, and its own marketplace — all under one app — designed from first principles for a mobile-first, real-time payments world.

With $100M in annual revenue, $1B in annualized GMV, and $140M+ raised in equity and debt, Nelo is one of the most capital-efficient consumer fintech companies in Latin America. The company is profitable — positive operating profit in both 2024 and 2025. It runs lean and technical: 60 employees, 8 engineers, with AI driving underwriting, collections, and operations.

• HQ: Mexico City, Mexico; commercial and people operations in New York City

• Founded: 2019

• Team size: 60 FTEs

• Website: nelo.mx

• Stage: Post-Series A; $100M credit facility (Victory Park Capital, 2022); profitable

Company values:

• Be your best selves: ambition, hard work, intellectual curiosity

• Everyone is an owner: all employees receive equity including customer support; 10-year option expiration; equity refreshers

• Customer first: product decisions grounded in customer benefit

• Open and honest communication: quarterly financials and board presentations shared company-wide; low tolerance for bureaucracy or gossip

• Move fast, learn fast: hundreds of experiments run monthly; rigorous experimentation culture

Role overview

We’re looking for a Customer Experience Specialist who can operate at a high level of autonomy, judgment, and analytical thinking. This is not an entry-level position. At Nelo, all agents are expected to think like Tier 3 support from day one.

You’ll be part of a lean, high-performance support team trusted to own complex resolutions, analyze user problems across multiple systems, and collaborate with product and engineering when needed. You’ll also contribute to improving our automation flows and support strategy by flagging insights and outliers with clarity.

This is the right role for someone who thrives in ambiguity, adapts fast, and is excited by the challenge of building a world-class, AI-augmented CX operation.

Why This Role

At Nelo, we’ve automated more than 60% of inbound tickets, and we’re just getting started. That means the role of the cx agent has evolved: we’re no longer looking for people to follow scripts, we’re looking for people who can think like product analysts.

Night shift at Nelo it's a high-trust, high-autonomy environment where you're often the only person standing between a user and a resolution.

Key responsibilities

• Deliver fast, accurate, and empathetic support via WhatsApp, email, and internal workflows.

• Handle complex user scenarios, including financial disputes, exception cases, and ambiguous product issues.

• Analyze tickets to detect root causes, identify patterns, and raise quality tickets to Product or Engineering.

• Use internal tools and dashboards to query user data, assess trends, or confirm behaviors.

• Collaborate with the automation team to improve flows by providing structured feedback or tagging errors.

• Stay constantly up to date on product changes and use that context to drive accurate, trust-building resolutions.

• Support operational processes, including claims, identity checks, transaction investigations, and escalations.

Who you are

• 2-4 years of experience in customer support or fintech/marketplace environments in high-concurrency channels like WhatsApp.

• You're reliable and self-directed at night. You don't need someone looking over your shoulder to stay sharp during off-hours.

• You’re not just reactive, you anticipate problems, ask smart questions, and solve with judgment.

• You’re highly analytical: you enjoy problem-solving, logic, and going one level deeper.

• You’re data curious: maybe you don’t write SQL yet, but you’re eager to learn.

• You write clearly and concisely, and you adapt your tone to the context.

• You enjoy helping people, but more importantly, helping them fast and well.

• You’re fluent in Spanish and comfortable reading and writing in English.

Compensation & benefits

• Base Salary: MXN $24.000

• 100% medical, dental & vision insurance coverage.

• 15 Days of PTO

• Equity

• Remote in Mexico City or the Metropolitan Area.

• Schedule: This is a fixed night shift. You'll work 40 hours a week, 5 days on and 2 days off, from 11:00 PM to 7:00 AM. Days off rotate weekly, so reliability and consistency are a must.

• Team offsites twice a year in cool destinations.

• Opportunity to grow inside a strategic, AI-driven CX team at a fast-growing tech company.

About the Process

We move fast, and we respect your time.

1. Business Case: Skip the intro call and go straight to the challenge. We'll send you a real-world CX scenario to see how you think, write, and solve. No prep needed, just bring your judgment. (72 hours)

2. Manager Interview: If your case stands out, we'll get on an interview to learn more about you and answer any questions.

3. On-site Interview: Meet the team you'll be working with.

4. Background Check.

5. Offer: We move quickly