Customer Support Specialist — B2B Payments

Location: Mexico — Remote or hybrid (Mexico City, Guadalajara, or Monterrey)

Employment Type: Full-time

Languages: Fluent English and Spanish required; Mandarin is a plus

About VelaFi
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, general payment infrastructure, and blockchain technology to help businesses collect, move, convert, and settle funds more efficiently.
About the Role
We are looking for a proactive, detail-oriented Customer Support Specialist to support our business customers throughout their experience with VelaFi. You will help resolve onboarding, payment, and platform-related issues, coordinate with internal teams, and keep customers informed from initial inquiry through resolution.
The ideal candidate combines strong customer service skills with payment knowledge, technical curiosity, and practical experience using AI tools to improve productivity.



You will also help turn recurring customer issues into improvements to our knowledge base, workflows, and products.
What You’ll Do
- 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.
- Own cases through resolution: Proactively update customers, prioritize issues based on urgency and financial or business impact, and coordinate timely escalation and follow-up.
- Investigate payment and technical issues: Gather transaction IDs, payment confirmations, error messages, and reproduction steps. Use available system records to conduct initial troubleshooting and provide clear, complete escalation details to Operations, Treasury, Compliance, or Engineering.
- Use AI and improve workflows: Use company-approved AI tools for knowle

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