Nelo is a leading consumer fintech and e-commerce platform in 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 Nelo has additionally raised a $100M asset credit facility from Our lean team includes experienced leaders from top technology companies including Uber, Amazon, Rappi, and DiDi.

Customer Experience Specialist

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. Deliver fast, accurate, and empathetic support via WhatsApp, email, and internal workflows. Analyze tickets to detect root causes,



identify patterns, and raise quality tickets to Product or Engineering.

Use internal tools and dashboards to query user data, assess trends, or confirm behaviors. Support operational processes, including claims, identity checks, transaction investigations, and escalations. 2-4 years of experience in customer support or fintech/marketplace environments in high-concurrency channels like WhatsApp. You're data curious: maybe you don't write SQL yet, but you're eager to learn.

You're fluent in Spanish and comfortable reading and writing in English. 100% medical, dental & vision insurance coverage. Remote in Mexico City or the Metropolitan Area.

Schedule : This is a rotating shift role. Shifts are daytime-only, but your hours and days off rotate weekly, so flexibility and adaptability are a must. Opportunity to grow inside a strategic, AI-driven CX team at a fast-growing tech company.

📌 Customer Service Web Chat Representative (Miguel Hidalgo)
🏢 Nelo Aps
📍 Miguel Hidalgo