Customer Care Team:The Customer Care Lead – Business Operations is responsible for building, leading, and scaling a specialized customer support operation focused on complex financial products and professional clients. The role begins as a hands-on operational leader managing an initial team of agents while establishing the operational foundations, processes, and performance discipline required to deliver high-quality service.Over time, the role evolves into leading a full operational structure (coordinators, supervisors, and agents) while ensuring strong performance across key service metrics such as SLAs, CSAT, AHT, and resolution quality. This position acts as a key operational bridge between frontline support, product teams, and internal stakeholders to continuously improve customer experience and operational efficiency.Challenges that await you:- Own the day-to-day performance of the Customer Care operation, ensuring delivery across key support metrics such as SLAs, CSAT, AHT, and resolution quality.- Directly manage the initial team of agents, handling escalations, monitoring performance, and maintaining operational discipline during the early stages of the operation.- Provide coaching, feedback, and performance management while helping build the leadership structure (coordinators and supervisors) as the operation grows.- Design operational processes including shift structures, escalation flows, and workload distribution to ensure efficient service delivery.- Monitor service quality on the floor, identify recurring operational issues, and coordinate with internal teams to close knowledge or process gaps.- Ensure the support model meets the expectations of professional customers who require clear, accurate, and efficient resolution.- Translate customer and agent feedback into structured insights for product teams, including tool improvements, bugs, and workflow enhancements.- Work closely with Product, Analytics, and cross-functional teams to resolve systemic issues impacting customer experience.- Build the operational structure, processes,



and governance required to scale the support organization.- Analyze operational data and dashboards to identify trends, root causes, and opportunities to improve service delivery.What makes you a great fit:- Experience managing customer support or operations teams with direct ownership of service metrics- Experience building or scaling support operations (hiring, process creation, operational structure design)- Proven track record managing operational KPIs such as CSAT, FCR, AHT, SLA, and resolution quality- Experience supporting complex products or professional clients in financial services, fintech, or similar industries- Experience operating in high-growth environments where processes and structures are still evolving- Strong operational thinking, able to design shifts, manage capacity, and structure escalation flows- Hands-on leadership style capable of managing teams directly on the floor and handling escalations when needed- Strong quality management mindset, able to evaluate interactions, identify patterns in quality issues, and drive improvement- Product-oriented mindset, capable of translating operational pain points into actionable product or tooling improvements- Strong data literacy, comfortable using Excel or Google Sheets and interpreting dashboards to make operational decisions- Strong problem-solving skills and ability to break down complex operational issues into actionable improvementsNice to Have:- Experience in fintech, banking, or payments- Experience with CRM or customer support platforms- Experience working with QA frameworks (quality grids, calibrations, scoring systems)- Experience scaling operations to large teams (100+ agents)- Experience supporting professional or business clients is highly valued.Our ways of working:- Innovative Spirit: A commitment to creativity and groundbreaking solutions.- Honest Feedback: valuing open, transparent communication.- Supportive Team: a strong, collaborative community.- Celebrating Achievements: recognizing our wins together.- High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances.

📌 Customer Care Lead Business Operations (Ciudad de México)
🏢 Plata Card
📍 Ciudad de México