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 c

📌 Manager, Medical Operations (Saltillo)
🏢 Nelo Aps
📍 Saltillo