Operations & Product Support Coordinator

Customer Support & Operations · Fintech / AI · Mexico · Remote, US hours

About the Company

My client is a US technology company building an AI platform for B2B loan servicing and legal collections. Commercial lenders, fintechs, and financial institutions use the platform to automate up to 90% of their servicing and legal workflows, from borrower communications all the way through UCC filing and enforcement.

The platform runs AI agents across voice, SMS, and email, connects directly to the client's loan management system, and layers in automated legal action with a network of attorneys. Compliance is built into the core, from FDCPA to state regulations, with full audit trails on every action. Customers report recovery rate improvements of up to 30%.

About the Role

This is a support-first seat at the center of a fast-moving fintech product. You will become the in-house expert on the platform, take care of the lenders who use it every day, and be the bridge between what customers need and what the product team builds.

Most of your week is customer facing: calls, questions, and requests from a portfolio of roughly 10 to 15 accounts. The rest is the work that keeps those customers happy behind the scenes: writing up issues as clear tickets, tracking them through to resolution, and closing the loop. You will also lend a hand to the marketing team when you have the bandwidth, which is a nice way to see more of how the business runs.

The core skill: answering "can the product do this for the customer?" accurately and quickly. That means learning the platform deeply, knowing its limits, and routing what it cannot do yet to the product team as a clear, well-written ticket.

What You'll Do

- Own your accounts. Roughly 10 to 15 lenders, day to day, including scheduled calls. You are their person.
- Handle support and product questions over calls, email, and chat, resolving what you can directly and escalating what you cannot.
- Learn the platform inside and out.



You will be trained on the internal software and become the person who knows what it can and cannot do. Expect a week or two to get there.
- Write clear, well-structured tickets capturing the customer issue, the expected behavior, and how to reproduce it.
- Track tickets end to end in Linear, following up until they are resolved and closing the loop with the customer.
- Educate customers and build the relationship. Walk people through features, get them using more of the platform, and keep them confident in it.
- Be the voice of the customer with product. Flag patterns and recurring requests, test new features, and feed real usage back into the roadmap.
- Lend a hand to marketing. Most marketing runs through an AI tool, so this is light support when you have room: social posts, content coordination, the occasional campaign. Not the core of the job, but a real part of the week.
- General operations support: internal coordination, documentation, and process work as the team scales.

What You Bring

- 2+ years in customer support, operations, customer success, or a similar coordination role, ideally at a software or technology company.
- Fluent English (C1/C2), written and spoken. You will be on calls with US financial services customers. What matters most is communicating clearly and thinking well, not a perfect accent.
- Strong written communication. A vague ticket costs engineering hours, so precision matters.
- Technical curiosity. You do not need to code. You do need to genuinely enjoy learning how software works and being the person with the answer.
- Organization under volume. Multiple customers, multiple open tickets, nothing dropped.
- High agency and ownership.



This is a pioneering seat on a small team. Nobody will hand you a checklist every morning.
- Discretion. You will handle sensitive customer and borrower data in a regulated industry. Trustworthiness is not optional here.

One thing we screen for: you actually use AI

This team builds with AI and expects you to as well. We will ask you the same question they will: what is the coolest thing you have built or automated using AI tools?

It does not have to be work. A personal project, a workflow you automated, an assistant you wired up for yourself, all count. What we are listening for is that you have actually gone and made something, not that you have read about it.

Nice to Have

- Experience with Linear, Jira, Notion, or similar ticketing and project tools. Linear is easy to pick up, so this is a head start rather than a requirement.
- Familiarity with APIs and integrations, or comfort reading logs.
- Background in fintech, lending, banking, financial services, or collections. Genuinely not required, curiosity about the space matters more.
- Interest in financial markets or AI products.
- Some marketing range: social content, copywriting, or campaign coordination. Helpful for the marketing support side of the role.
- Experience at an early-stage or high-growth company where roles are broad.

Compensation and Benefits

- Monthly net salary: MX$30,000
- Vacation: 12 days per year
- Aguinaldo: 15 days
- Company-provided equipment.
- Direct exposure to product, leadership, and customers at an early-stage AI company.

Work Arrangement

- Location: Remote from Mexico.
- Hours: Full time, 40 hours per week. 9:00 to 5:00 PST, Monday through Friday. Some flexibility to 8:00 to 4:00 CST.
- Setup: A stable internet connection good enough for daily Zoom calls, no dropouts.
- Travel: None required for the job itself. Occasional team gatherings may come up.
- Hiring process: Two interviews. The client keeps it simple and moves fast.
- Start: Late August to early September.

📌 Operations & Product Support Coordinator (México)
🏢 Hirably
📍 México