Customer Operations Lead You'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. The team handles a product that touches credit, payments, and commerce across millions of transactions.

This role owns the layer underneath it: the operating rhythm, quality, training, and the AI systems that keep agents performing consistently every day. This role is based in Mexico City, 80% on-site from the CDMX office.

About Nelo

Nelo 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. 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-generated CSAT scores, sentiment analysis, and BLAST scoring to evaluate agent performance.

You'll own the QA cadence, define what "good" looks like, calibrate agents against it, and run performance improvement plans when someone falls behind. Run the data layer. Nelo uses Metabase for dashboards.

The CX team tracks first response rate, average handle time, tickets per hour, and agent-level quality scores. You'll build and maintain the operational reports that the coaching and staffing decisions run on. You'll run structured 1:1s, coaching conversations,



and be the first escalation point when an agent doesn't know how to handle a case.

When scheduling friction, tooling gaps, or workload imbalances come up, you bring them to the CX Manager with data and context so she can adjust the model. It might also have been fulfillment, logistics, onboarding ops, marketplace operations, or another high-volume function where throughput and quality both matter. You reach for AI to test something before building it by hand, and you can reason about where it belongs in an operation and where it doesn't.

You're data-fluent and independent. You don't need to be a SQL expert, but you navigate a BI tool (Metabase, Looker, Tableau) on your own, build a report, and use numbers to drive decisions. You're the kind of operator who sees an outdated SOP, an unnecessary step in a workflow, or a training module that doesn't match the product, and closes the gap before anyone flags it.

A real part of this job is telling people what they need to hear, backed by data, in a way that helps them improve. You've given difficult feedback and managed performance that wasn't improving, and you didn't flinch. You need polished systems handed to you.

CX agents work remotely in Mexico City. This role is expected to be in-office ~80% of the time. Our office is in front of la Fuente de Cibeles in Roma Norte. The team uses Kustomer for ticketing, Metabase for dashboards, Slack and Linear for internal communication, and Claude as part of the daily workflow.

Interview process Intro call Business case On-site interviews Background and references check Offer Compensation and benefits Competitive salary and equity 100% medical, dental, and vision coverage Unlimited PTO Extended parental leave A note from the CX Manager The difference between an average CX team and a great one is small, and it shows up in the details. This role is about caring enough to notice those details, in conversations, in performance, in how agents think and make decisions, and building the right systems to address them consistently.

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