Customer Support Specialist — B2B Payments
Location: Mexico — Remote or hybrid (Mexico City, Guadalajara, or Monterrey)

Employment Type: Full-time

Fluent English and Spanish required; Mandarin is a plus

VelaFi is a B2B cross-border payments and stablecoin financial infrastructure company connecting Latin America, the United States, and Asia. We combine local payment networks, global payment infrastructure, and blockchain technology to help businesses collect, move, convert, and settle funds more efficiently.
We are looking for a proactive, detail-oriented Customer Support Specialist to support our business customers throughout their experience with VelaFi. The adecuado candidate combines strong customer service skills with payment knowledge, technical curiosity, and practical experience using AI tools to improve productivity. Support business customers: Handle inquiries in English and Spanish through chat, email, and ticketing systems, covering business onboarding and KYB documentation, incoming funds, cross-border payments, currency conversion, transaction status, and stablecoin transfers.
Use company-approved AI tools for knowledge retrieval, case summaries, response drafting, and issue analysis. Improve documentation and customer experience: Maintain service quality: 2–5 years of experience in customer support, customer operations, or payment operations,



preferably within fintech, payments, or financial services.
~ Fluent written and spoken English and Spanish, with the ability to independently handle customer conversations, explain complex issues, and collaborate across regions.
~ Familiarity with Zendesk, Intercom, Freshdesk, or similar customer support platforms, including case documentation, prioritization, and follow-up.
~ A proactive, accountable approach and the ability to balance speed, accuracy, and customer experience in a fast-moving environment.

Experience supporting B2B customers, cross-border payments, local payment networks such as SPEI, or stablecoin services.
Familiarity with wallet addresses, blockchain networks, transaction hashes, and blockchain explorers.
Hands-on experience configuring support chatbots, maintaining knowledge bases, or building workflows with tools such as n8n, Make, or Zapier.
The ability to interpret basic API errors or use Excel, Google Sheets, SQL, Metabase, or similar tools to investigate support and transaction issues.
Mandarin proficiency to support collaboration with teams in Asia.

You will gain hands-on exposure to cross-border payments and stablecoin infrastructure while directly contributing to better customer experiences, smarter workflows, and more effective support operations.

📌 Customer Support Specialist —B Payments (Nezahualcóyotl)
🏢 VelaFi
📍 Nezahualcóyotl