Customer Operations LeadYou'll own the operating system behind one of Mexico's fastest-growing fintech support teams: the workflows, quality systems, and AI tooling that let agents handle increasingly complex cases at scale.
Nelo's CX operation has scaled fast. The team handles a product that touches credit, payments, and commerce across millions of transactions. At this size, the work splits into two owned domains. The CX Manager owns strategy, hiring, cross-functional work, and the staffing model. This role owns the layer underneath it: the operating rhythm, quality, training, and the AI systems that keep agents performing consistently every day.
The two domains are partners, not a hierarchy. You'll have functional oversight of frontline agents, but the core of the job is building the system they run on.
This role is based in Mexico City, 80% on-site from the CDMX office.

About NeloNelo is a leading consumer fintech and e-commerce platform in Mexico, with >$500MM in annualized GMV and >$75MM in annualized revenue.



Our mission is to increase the buying power of consumers in Latin America, and we are doing so by building a modern alternative to credit cards. Nelo has raised over $40M of venture capital from investors including Homebrew, Two Sigma Ventures and Susa Ventures.
Nelo has additionally raised a $100M asset credit facility from Victory Park Capital. Our lean team includes experienced leaders from top technology companies including Uber, Amazon, Rappi, and DiDi. We pride ourselves on our velocity, intellectual rigor, and efficiency. Nelo has offices in Mexico City and New York City.

What you'll work on
- Build the operating system. Some processes exist. Some don't. The onboarding playbook needs rebuilding and the QA cadence needs structure. You'll design how the operation runs day to day: how tickets get sampled, how agents calibrate against quality standards, how new hires ramp, and how performance gets surfaced and acted on.
- Own quality. Nelo uses AI-g

📌 Customer Operations Lead (México)
🏢 Nelo Aps
📍 México