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.
- L

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