About The Team
MONEE is looking for a senior Customer Service Operations operator to establish strong local ownership of frontline support in Mexico. This role focuses on improving L1/L2 support operations, building SOP and knowledge infrastructure, and turning customer interactions into actionable insights.

We are looking for someone who cares deeply about execution quality, user experience, and process clarity, and who can help the team operate more consistently while improving how the business learns from customer feedback.

Job Description
- Own frontline customer service operations in Mexico across L1 and L2 workflows
- Improve response times, resolution quality, escalation handling, and overall service consistency
- Build and maintain SOPs, internal workflows, macros, and knowledge base content
- Work with Product, Risk, Operations, and Compliance on issue resolution and policy execution
- Establish QA standards, coaching loops, and case review routines to improve agent performance
- Analyze contact drivers,



recurring complaints, and service gaps to generate actionable insights
- Support user survey and feedback collection efforts

Requirements
- 5-8 years of experience in customer service, support operations, or service delivery roles
- Experience improving L1/L2 support operations in a structured environment
- Strong process design, documentation, and operational discipline
- Good judgment in case handling, escalations, and policy execution
- Analytical mindset; able to translate support pain points into operational improvements
- Comfortable working cross-functionally in a fast-paced environment
- Fluent in Spanish and English

Preferred
- Experience in fintech, banking, tech platforms, or high-volume service environments
- Experience building SOPs or support processes from early stages
- Experience managing a team of CS agents

📌 Senior / Lead, Customer Service Operations (Ciudad de México)
🏢 Monee
📍 Ciudad de México