About Nelo
Nelo is a leading consumer fintech and e-commerce platform in
Mexico , with > $500MM in annualized GMV and >$70MM 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.
Role overview
We're looking for a
Customer Experience Agent
who can operate at a high level of autonomy, judgment, and analytical thinking. This is not an entry-level position.
At Nelo, all agents are expected to think like Tier 3 support from day one. You'll be part of a lean, high-performance support team trusted to own complex resolutions,



analyze user problems across multiple systems, and collaborate with product and engineering when needed. You'll also contribute to improving our automation flows and support strategy by flagging insights and outliers with clarity. This is the right role for someone who thrives in ambiguity, adapts fast, and is excited by the challenge of building a world-class, AI-augmented CX operation.
Why This Role
At Nelo,
we've automated more than 60% of inbound tickets,
and we're just getting started. That means
the role of the cx agent has evolved:
we're no longer looking for people to follow scripts,
we're looking for people who can think like product analysts. If you're the kind of person who
loves
solving problems but
hates
doing the same over and over, this is your place . You'll help us catch what automation misses, improve what breaks, and constantly push the boundaries of how issues can be solved.
Key res

📌 Customer Experience Agent (Xico)
🏢 Nelo Aps
📍 Xico