About Aplazo
Aplazo is Mexico’s leading “buy now, pay later” platform, giving consumers flexible, transparent payment solutions while helping merchants grow their sales. We’re a fast-growing Series B fintech backed by top integral investors, combining technology, data, and design to redefine financial access.
Role's Mission
The Support Operations Analyst owns complex escalated cases from first contact to full resolution.This role continuously monitors support data and conversations to detect failure patterns before they scale, and when something breaks, the job is to diagnose the root cause, and ensure a solution. You will design the operational fixes — or automations — that make the problem go away instead of just handling it one ticket at a time, translating the user's voice into evidence that Product, Risk, and Engineering can act on. This is an entry point into Aplazo's Operations organization, built for someone who wants to learn the business from the ground up.
Key Responsibilities
CASE OWNERSHIP & ROOT CAUSE ANALYSIS
End-to-end case ownership — Take full accountability for high-impact or complex escalated cases from the moment they are detected until they are completely resolved, coordinating with internal teams and ensuring frontline agents successfully close the loop with the user.
Monitor support data continuously — Track quantitative signals (volumes, metrics, response times) and qualitative signals (user messages, ticket content) to catch failure patterns as they emerge, not after they've piled up.
Diagnose root cause, not symptoms — Go beyond the individual complaint to find the underlying product bug or inefficient process generating it.
PROCESS OPTIMIZATION & AUTOMATION
Design operational fixes — Turn a diagnosed problem into a clear, logical workflow that removes the friction at its source.
Propose automations — Identify which fixes can be automated in internal tools or databases, and propose the automation that cuts operating cost and speeds up resolu
📌 Jr. Support Operations Analyst (Ciudad de México)
🏢 Aplazo
📍 Ciudad de México
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