Support Operations Specialist, Mexico

About This Opportunity

We are representing a confidential fintech organization seeking a Support Operations Specialist in Mexico. This role sits at the intersection of fraud investigation, escalation management, quality assurance, and process improvement. You'll handle the complex cases frontline teams can't resolve, maintain operational documentation, and use backend systems to fix problems at their source.

This isn't a queue-clearing position. Our client wants someone who investigates why a case landed on their desk and takes action to prevent recurrence—whether that means updating a workflow, coaching a partner team, or flagging a gap to Product or Compliance.

Responsibilities

• Investigate and resolve transaction disputes, credit disputes, and fraud incidents within SLA, maintaining audit-defensible documentation
• Own escalated and sensitive customer cases across email, chat, phone, and social channels—acting as the go-to expert for agents and BPO partners
• Maintain SOPs, job aids, macros, and decisioning workflows; conduct QA reviews and translate findings into process or training improvements
• Execute account-level actions through backend and admin tools with clean audit trails; track case metrics and surface actionable insights
• Identify recurring patterns and drive fixes to policy, process, content, or tooling in partnership with Compliance, Legal, Product, Engineering, and International Support Ops
• Support team and partner readiness ahead of product launches and policy changes
• Validate AI-generated outputs and flag manual workflows worth automating

What We're Looking For

• 3–6 years of experience in support, risk and fraud operations, disputes, escalations, or enablement (fintech, banking, or lending background preferred)
• Professional fluency in Spanish and English
• Demonstrated ability to own cases and workstreams end-to-end in policy-driven, regulated environments
• Strong written documentation skills and comfort working with data in spreadsheets (SQL is a plus)
• Calm, empathetic communication style with a habit of asking "why" instead of just clearing the queue
• Flexibility to work some weekends and holidays as needed

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

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will conduct an initial screening to understand your background and confirm fit. If we move forward together, we'll submit your profile to our client and guide you through their interview process. Please do not contact the client directly—all communication should flow through Get A Job.ai to ensure a smooth, confidential process.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Get A Job.ai is an equal opportunity recruiter. We welcome applicants of all backgrounds and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected characteristic.