Felix Technologies, Inc.

Role Description As our Product Operations Specialist for Fraud New Products & Launches, you will be the absolute guardian of operational readiness. You will bridge the gap between Product, Engineering, Strategy, and Fraud Operations, ensuring that every new product, payment method, corridor, or market expansion launches securely without operational drag or unexpected fraud exposure. You are a full-stack operational project manager with a deep understanding of payments and fraud mechanics. You know how to design risk frameworks, align complex cross-functional teams under tight deadlines, and build repeatable governance rails from scratch. You will roll up your sleeves to map out specific fraud risk vectors, build our Go/No-Go playbooks, and scale our operational launch capabilities as Félix continues its rapid regional expansion. Responsibilities - Launch Readiness Ownership: Own operational requirements (people, process, tooling) for every new product/corridor/payment-method launch before go-live. - Risk Vector Design: Support identifying and document the specific fraud risk vectors introduced by each new product. Work with Strategy but mostly get the risk vectors and design the approach with stakeholders (Investigations, Ops). - Queue & Staffing Design: Define the queues, SLAs, and staffing implications a launch introduces; hand off to Ops team for execution. - Readiness Playbook & SOPs: Build and iterate operational and escalade SOPs for Ops to execute. - Cross-Functional Project Management: Run the operational workstream of each launch timeline across Product, Eng, Strategy, and Ops. - Post-Launch Retros: Run post-mortems and feed learnings back into the playbook. - Reporting to Leadership: Present launch pipeline status and readiness health to the Fraud Product & Operations Lead. - Monitoring Operational Launch Success: Monitor Operational Effectiveness and decide when to declare BAU. Qualifications - Proven track record running cross-functional teams, programs, or product launches under strict deadlines. - Exceptional capacity to manage and align stakeholders (Product, Eng, Strategy) without formal authority. - Deep understanding of fintech risk ecosystems, transaction monitoring, or payment operations. - Experience in risk-vector & SOP design for new products, as well as governance/readiness-gate design. - Hands-on data fluency (SQL/BigQuery for tracking readiness metrics). - Exceptional written communication and documentation clarity. - High capacity to operate autonomously and take complete ownership under high ambiguity. - Advanced proficiency in English. Requirements - These are the applicable requisites, although equivalent competencies in any of the above will also be considered. Benefits - Competitive salary - Initial stock options grant - Annual performance bonus - Health, dental, and vision plans - Remote work environment, although we have offices in Miami and México City and would love to work in hybrid model if you are up to it. - Continuous learning opportunities - Unlimited PTO - Paid parental leave - Empowering opportunities for growth in a dynamic entrepreneurial environment Equal Opportunity Employer At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.

Role Description We are seeking a visionary and highly technical Staff AI Engineer to join our EngOps team within the new Enterprise AI squad . This role is central to our next phase of growth, focusing on designing, building, and scaling the core autonomous AI infrastructure that powers both our customer-facing product and internal engineering operations. In this role, you will be the architect behind our "Maestro" (our central AI orchestrator) and its distributed execution systems. You will be instrumental in evolving our WhatsApp-based AI platform into a sophisticated, multi-agent enterprise system capable of reasoning, planning, and automating complex, multi-step tasks across critical internal and product functions (e.g., loans, payments, fraud). You will act as a foundational technical anchor for EngOps, helping shape the future architecture of this new squad and analyzing what the division needs next as we scale. If you thrive at the intersection of deep software infrastructure, operational excellence, and agentic AI, this is your mission. Responsibilities - Maestro & Orchestration Architecture: Architect, develop, and maintain the core infrastructure for our central AI orchestrator ("Maestro") and its connected execution agents to optimize engineering and enterprise operations. - Infrastructure-First AI Development: Lead the integration of AI agents into core product and operational infrastructure. Own the full lifecycle from containerization (Docker/Kubernetes) to CI/CD deployment, ensuring high availability, security, and post-launch stability. - LLMOps & Observability: Establish production-grade monitoring, tracing, and logging for complex agentic workflows within the EngOps ecosystem to track reasoning paths, tool-calling success rates, and latency bottlenecks. - Advanced Evaluation Pipelines: Design automated "evals-as-code" using LLM-as-a-judge, semantic similarity testing, and adversarial benchmarking to ensure agent safety, reliability, and groundedness. - Performance & Cost Engineering: Optimize RAG pipelines and agent loops for production constraints, implementing caching strategies, prompt compression, and model routing to balance inference costs with high performance. - Strategic Technical Leadership: Define operational best practices for AI deployment, asynchronous programming, and structured data validation. Help map out future team and infrastructure needs. Qualifications - 8+ years of hands-on experience in software engineering, with a strong, proven background in infrastructure and systems development, and at least 2 years dedicated to building and deploying production-grade AI applications focused on LLMs. - Exceptional expertise in Python and deep knowledge of System Architecture. Mastery of core LLM APIs and agentic frameworks. - Proven experience implementing complex agentic systems, including RAG, tool-calling, vector databases, and advanced memory/state management. - High ownership and comfort working in an early-stage squad environment—someone who can independently analyze operational bottlenecks, propose architectural solutions, and code them. - Nice to have: Hands-on experience or active experimentation with Open CLAW, Hermes, or advanced open-source AI Agent frameworks. Requirements - 8+ years of hands-on experience in software engineering. - Strong background in infrastructure and systems development. - At least 2 years dedicated to building and deploying production-grade AI applications focused on LLMs. - Exceptional expertise in Python. - Deep knowledge of System Architecture. - Proven experience implementing complex agentic systems. - High ownership and comfort working in an early-stage squad environment. Benefits - Competitive salary - Initial stock options grant - Annual performance bonus - Health, dental, and vision plans - 401(k) with employer match - Continuous learning opportunities - Unlimited PTO - Paid parental leave - Empowering opportunities for growth in a dynamic entrepreneurial environment Equal Opportunity Employer At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.

Role Description Felix is seeking a Licensing & Regulatory Affairs Manager to lead the company’s licensing, regulatory reporting, and examination support functions across the United States. This individual will own the day-to-day management of Felix’s licensing portfolio, support expansion into new jurisdictions and products, and serve as the primary coordinator for regulator communications, examinations, and licensing-related projects. The ideal candidate has extensive experience managing multi-state money transmitter licensing programs, deep familiarity with NMLS, and a proven ability to operate independently in a fast-paced fintech environment. This role will work closely with Legal, Compliance, Finance, Product, Operations, and executive leadership to ensure Felix maintains regulatory compliance while continuing to scale. Responsibilities - Lead money transmitter license applications, amendments, renewals, and surrender filings across multiple U.S. states. - Manage regulatory reporting obligations, including periodic filings, financial submissions, and ownership disclosures. - Serve as the primary coordinator for licensing-related communications with regulators, including information requests, deficiency responses, and examinations. - Maintain licensing inventories, filing calendars, reporting schedules, and regulatory records. - Coordinate change of control filings, control person filings, and other corporate governance matters impacting licensed entities. - Support licensing requirements associated with new products, business initiatives, and geographic expansion. - Manage licensing-related examination requests and remediation activities. - Monitor regulatory developments and assess potential impacts to Felix’s licensing strategy. - Coordinate external counsel and regulatory consultants as needed. - Manage and mentor licensing and regulatory affairs personnel. Qualifications - Bachelor’s degree in Business, Finance, Accounting, Law, Public Policy, or a related field. - 7+ years of experience in financial services compliance, licensing, regulatory affairs, or a related function. - Significant experience managing U.S. Money Transmitter Licensing programs. - Advanced knowledge of NMLS and state licensing requirements. - Experience interacting directly with state financial regulators. - Strong project management and organizational skills. - Excellent written and verbal communication skills. - Ability to manage multiple regulatory projects simultaneously in a fast-paced environment. Nice to have - Experience in fintech, payments, banking, remittances, digital assets, or consumer lending. - Experience managing regulatory examinations or supervisory reviews. - Experience managing licensing personnel or cross-functional regulatory projects. - Familiarity with Latin American regulatory frameworks. - Bilingual English and Spanish. - CAMS, CRCM, or similar professional certification. Requirements - These are the applicable requisites, although equivalent competencies in any of the above will also be considered. Benefits - Competitive salary - Initial stock options grant - Annual performance bonus - Health, dental, and vision plans - Remote work environment, although we have offices in Miami and México City and would love to work in hybrid model if you are up to it. - Continuous learning opportunities - Unlimited PTO - Paid parental leave - Empowering opportunities for growth in a dynamic entrepreneurial environment Equal Opportunity Employer At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.

Role Description We are looking for an AI-minded Engineering Manager to lead a dedicated squad within our conversational ecosystem and user onboarding journey. In this role, you will act as a technical leader bridging the gap between complex requirements, high-level technical execution and delivering KPIs/OKS on time. You will lead a team of talented software & AI engineers , driving innovation for our applied AI layer. Your focus will be on delivery, results, and fostering a high-performance culture. Responsibilities - Manage squad performance, set goals, and track progress while providing direct mentorship to foster a culture of continuous growth. - Act as a leader, translating AI demands into scalable technical architectures. - Partner closely with the Product team to define, prioritize, and execute the technical roadmap. - Focus on Metrics, ensuring the engineering team provides tools and tracking for usability, conversion funnels, retention, F1, etc. - Support high-level technical decisions and architectural guidance, ensuring the team delivers performant and optimized solutions. - Lead people management initiatives, including 1:1s, career development, and maintaining high motivation levels within the squad. - Optimize development processes and power users of AI for coding. - Generate exemplary technical documentation to set the foundations for the squad’s long-term success. Qualifications - Proven experience in team management (ideally 2+ years leading direct reports), with a strong track record of having direct reports in a fast-paced technology environment. - 10+ years of experience in Software Engineering. - Strong delivery-oriented mindset, with experience supporting stakeholders and coordinating teams to achieve tangible business results. - Ability to act at a high technical level, focusing on system design and problem-solving rather than just hands-on coding. - Excellent communication and interpersonal skills to collaborate effectively with Product Managers and other cross-functional stakeholders. - Ability to inspire and motivate a team, taking full ownership of the developers' growth and career concerns. - Advanced/Fluent English. - Experience in startup environments is a strong plus. - Bias for action is a strong requirement. - Capacity to anticipate future architectures requirements. Our tech stack - AI: Google ADK, langfuse, open AI api, Gemini Apis, etc. - Back-end: Python, Flask/Fast, REST APIs, Redis, SQL. - Cloud: Google Cloud services (Firestore, Cloud Storage, Pub/Sub, Google Artifact Registry, Cloud Run, BigQuery, Cloud Composer, etc.). - Infrastructure: Kubernetes, Terraform, NewRelic. Benefits - Competitive salary. - Initial stock options grant. - Annual performance bonus. - Health, dental, and vision plans. - Remote work environment, although we have offices in Miami and México City and would love to work in hybrid model if you are up to it. - Continuous learning opportunities. - Unlimited PTO. - 401(k) with employer match. - Paid parental leave. - Empowering opportunities for growth in a dynamic entrepreneurial environment. Equal Opportunity Employer At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.

Role Description The Disbursements team owns the systems that ensure every dollar we move arrives at its destination safely and efficiently. As we've scaled, so has the complexity of our payout engine. We are looking for a Product Operations Manager to own the execution layer. This is a high-ownership role for someone energized by operational rigor, data precision, and systematic execution. You'll be the connective tissue between Product, Engineering, and Business Operations, catching issues before they cost us, building processes that scale, and ensuring every new capability we ship lands cleanly. Responsibilities - New Integrations: Own the end-to-end integration, testing, and validation of new payout rails, managing the process from kickoff through launch. Whether scoping features for engineering or communicating with external stakeholders, you do whatever it takes to launch integrations quickly without sacrificing quality. - Rail & Provider Health: Proactively monitor payment rail status, track changes in provider availability and limits, and escalate issues before they reach users. - Disaster Recovery: Lead operational response during outages, coordinating teams, pulling impacted transactions, and driving the network back to steady state. - Post-Launch Monitoring: After each new rail or feature ships, set up monitoring, surface issues to Product, and elevate the quality of our product offerings. - Ongoing Execution: Own intake of short-turnaround cross-functional requests, scope the work, gather partner documentation, and make tickets engineering-ready. - Runbook Documentation: Translate recurring processes into clean SOPs that enable faster incident response and eventual delegation to Operations. Qualifications - 2–4+ years of experience in product ops, analytics, fintech, technology, or related experience - Advanced use of BI tools; strong analytical skills and SQL proficiency are a plus - Energized by process and precision, you break complex problems into repeatable systems - Strong verbal and written communication skills - Comfortable operating at the intersection of product and engineering: you can read a technical design doc, ask the right questions about API contracts and system dependencies, and hold your own in architecture discussions. - Native or professional fluency in Spanish is required, as you will be deep in the weeds of our core user chat experience. High proficiency in English is required for internal collaboration. - Emotional Intelligence & Influence: You can lead without formal authority, building relationships and managing stakeholders across diverse departments and cultures. - Bias for Action: You prefer a "done" project over a "perfect" plan and move with the urgency a hyper-growth startup requires. Requirements - These are the applicable requisites, although equivalent competencies in any of the above will also be considered. Benefits - Competitive salary - Initial stock options grant - Annual performance bonus - Health, dental, and vision plans - Remote work environment, although we have offices in Miami and México City and would love to work in hybrid model if you are up to it. - Continuous learning opportunities - Unlimited PTO - Paid parental leave - Empowering opportunities for growth in a dynamic entrepreneurial environment Equal Opportunity Employer At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.

Role Description As a Senior Reliability Engineer you will be a critical part of our Platform Engineering team. You will be responsible for creating automations to provide velocity to product engineering. This is a hands-on role for a builder who is passionate about shifting security left and empowering developers to ship secure code, quickly and confidently. You will be instrumental in maturing our DevSecOps practices, building out our automations. Responsibilities - Manage and optimize our infrastructure on Google Cloud Platform (GCP) and Google Kubernetes Engine (GKE). - Automate provisioning and configuration using Terraform, Helm, and scripting languages such as Go, Python, and Bash. - Build, maintain, and improve monitoring and alerting systems using OpenTelemetry standards. - Participate in on-call rotations, incident response, and post-mortem analyses, ensuring rapid recovery and continuous learning from failures. - Define and track SLOs/SLIs and error budgets to monitor service health and performance. - Implement cloud security best practices to protect sensitive data and maintain the integrity of our systems. - Collaborate across Engineering, Security, and Product teams to embed reliability and automation in every phase of development and deployment. - Contribute to GKE cost optimization and resource management strategies to enhance efficiency and control operational spend. Qualifications - 4+ years of experience as a Platform Engineer. - Strong hands-on experience with GCP and GKE. - Proficiency in Kubernetes (architecture, deployments, networking, and troubleshooting). - Solid programming or scripting skills in Go, Python, or Bash. - Proficiency with Docker and Linux. - Experience with Terraform. - Experience with Helm. - Experience with GitHub Actions. - Strong understanding of monitoring and observability using Prometheus, Grafana, and logging frameworks. - Familiarity with incident management, on-call operations, and post-mortem processes. - Knowledge of network fundamentals (TCP/IP, DNS, Load Balancing). - Experience with PostgreSQL or distributed databases. - Awareness of FinOps and cloud cost management principles. - Excellent problem-solving, communication, and collaboration skills, with a proactive mindset. - GCP certifications, such as Professional DevOps Engineer or Cloud Architect. - Certified Kubernetes Administrator (CKA). - Experience in FinOps, cloud security, or regulated industries. - Familiarity with PagerDuty or similar incident management tools. - Background implementing SLOs/SLIs and error budgets in production environments. Requirements - These are the applicable requisites, although equivalent competencies in any of the above will also be considered. Benefits - Competitive salary. - Initial stock options grant. - Annual performance bonus. - Health, dental, and vision plans. - Remote work environment, although we have offices in Miami and México City and would love to work in hybrid model if you are up to it. - Continuous learning opportunities. - Unlimited PTO. - Paid parental leave. - Empowering opportunities for growth in a dynamic entrepreneurial environment. Equal Opportunity Employer At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.

Role Description The Senior Project Manager will own the execution and delivery of the most foundational, high-stakes initiatives within Félix's consumer lending business. Embedded directly inside the Credit Products team and reporting directly to the Head of Consumer Lending, your primary mission is to protect our leadership's time by instilling absolute operational discipline. You will drive complex timelines and work with multiple internal and external stakeholders (Engineering, BD, Compliance, Finance, Marketing, and Vendors) to ensure we deliver on strategic initiatives. We are looking for a highly structured, execution-first operator obsessed with closing loops, tracking metrics, and escalating bottlenecks without hesitation. This role is not about theoretical frameworks; it’s about tactical delivery. As Félix prepares for a nationwide expansion launch in late 2026, your bandwidth will expand to encompass ad-hoc strategic projects, including cross-functional product development initiatives, market analyses, and new-product discovery. Responsibilities - Drive the end-to-end execution of key integrations with partners and vendors working closely with our product and engineering teams. - Lead the project tracking and delivery for the Credit Bureau reporting application (ensuring credentialing and live status for SNPL accounts) and coordinate the integration of our Collections autodialer + AI agent pipelines. - Own internal team meeting cadences, ensuring every single forum produces documented next steps, clear owners, and explicit deadlines. Track execution follow-through on a weekly basis. - Partner closely with the Head of Consumer Lending to manage cross-functional initiatives, mapping timelines and proactively following up on deliverables so that nothing falls through the cracks. - Build agentic tools to automate and optimize how we manage internal initiatives. - As operational processes stabilize, take on high-impact strategic tracks such as business case design, research on new products, and new product feature discovery. - Act as the central nervous system for consumer lending initiatives, comfortably managing up, pushing back, and holding senior leadership and external partners accountable to agreed-upon deadlines. Qualifications - 3+ years of experience leading, managing, and tracking multiple complex, concurrent tech/operational projects from start to finish within fast-paced environments. Experience in product management, technical product management, or management consulting preferred. - Experience working within Fintech, lending products, credit risk, global remittances, or highly regulated operational ecosystems is ideal but not required. - Experience working alongside technical infrastructure/engineering squads and managing sophisticated external software vendors or bank partners is ideal but not required. - Self-directed operator who operates with laser-focused attention to detail, thrives in ambiguity, and values closing open loops above all else. - Comfortable holding senior stakeholders accountable, managing up, and pushing back when deadlines are at risk. You thrive in a culture of radical candor and direct, constructive feedback. - Strong capacity for structured business thinking. You favor swift execution and metric-driven results over rigid theoretical project management frameworks. - Elite written and verbal communication skills in English are required, as you will interact constantly with global partners, vendors, and cross-functional layers. Requirements - These are the applicable requisites, although equivalent competencies in any of the above will also be considered. Benefits - Competitive salary - Initial stock options grant - Annual performance bonus - Health, dental, and vision plans - Remote work environment, although we have offices in Miami and México City and would love to work in hybrid model if you are up to it. - Continuous learning opportunities - Unlimited PTO - Paid parental leave - Empowering opportunities for growth in a dynamic entrepreneurial environment

Role Description We are looking for a passionate Data Analyst with experience in risk and fraud prevention. The successful candidate is someone who can identify risky patterns and behaviors in customers and turn them into actionable insights through rigorous analysis. You will work closely with Risk Operations, Payments, Growth, and Senior Management. You must be dynamic, collaborative, and proactive. This role is key to unlocking healthy growth and supporting business units to better understand and mitigate risk vectors. The work will empower millions of Latinos in the United States like no other company does at the moment. Responsibilities - Be responsible for key performance metrics such as fraud losses, false positives, and operational efficiency. - Deep dive into past and ongoing fraudulent trends and provide data-driven insights to create solutions to problems as well as dashboards for constant monitoring. - Build and maintain fraud features, rules, and models in response to evolving fraud behaviors. - Execute human-in-the-loop reviews to complement automated systems. - Review operational processes and systems and build feedback loops to drive improvements. Qualifications - Bachelor's degree in Mathematics, Economics, Computer Science, Information Management, Statistics, or a related discipline. - 3-5 years of work experience as a Data Analyst. - 2+ years of work experience in Risk, Fraud investigations, trust & safety. - Advanced SQL ability. - Strong knowledge of and experience with reporting packages (Looker, Tableau, or similar business intelligence tools), and programming (Python, knowledge of Python ML libraries is a big plus). - Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information to draw meaningful insights from complex data sets with attention to detail and accuracy. - Adept at queries, report writing, and presenting findings. - Curious and love to go deep into the data to find fraudsters. - Advanced English level. Requirements - Equivalent competencies in any of the above will also be considered. Benefits - Competitive salary. - Initial stock options grant. - Annual performance bonus. - Health, dental, and vision plans. - Remote work environment, although we have offices in Miami and México City and would love to work in a hybrid model if you are up to it. - Continuous learning opportunities. - Unlimited PTO. - Paid parental leave. - Empowering opportunities for growth in a dynamic entrepreneurial environment.

Role Description We’re looking for a Customer Support Supervisor who’s passionate about building high-performing teams and delivering an exceptional customer experience. You’ll lead a team of 10–15 support specialists , ensuring operational excellence, while driving innovation and continuous improvement in our support operations. This is not a role for a “manager of metrics” — it’s for a builder, a coach, and a strategic problem-solver who wants to have a direct impact on thousands of customers’ lives. - Lead, coach, and inspire a team of 10–15 Customer Support Specialists to achieve excellence in performance and service quality. - Monitor and analyze key metrics to identify trends, build hypotheses, and implement data-driven improvements. - Detect operational bottlenecks and proactively design solutions to increase efficiency and scalability. - Collaborate cross-functionally with Product, Engineering, and Operations to optimize processes and customer journeys. - Foster a culture of continuous learning, accountability, and feedback, helping your team grow both personally and professionally. - Ensure high-quality support delivery across communication. - Be hands-on when needed — from handling escalations to rolling up your sleeves during peak times. Qualifications - Bachelor’s degree in Business, Engineering, or related field. - 2+ years of experience leading customer support teams in fintech, tech, or startup environments. - Proven track record of improving processes and operational KPIs. - Strong analytical mindset: able to interpret data and translate insights into action. - Excellent communication, coaching, and conflict-resolution skills. - Comfortable operating in high-speed, constantly evolving environments. - Experience with tools like Zendesk, Intercom, or Salesforce Service Cloud. - English: Upper-intermediate level or above. - Be comfortable working occasional weekend shifts or on-call rotations to support critical operational needs. Requirements - Be hands-on when needed — from handling escalations to rolling up your sleeves during peak times. Benefits - Competitive salary: $30,000 MXN gross per month + annual performance bonus. - 100% remote work. - Flexible PTO policy. - Health insurance. - Fast-paced, high-impact environment where your work truly matters. - Opportunities to grow and lead as we scale across new markets.

Role Description We’re looking for a Customer Support Supervisor who’s passionate about building high-performing teams and delivering an exceptional customer experience. - Lead, coach, and inspire a team of 10–15 Customer Support Specialists to achieve excellence in performance and service quality. - Monitor and analyze key metrics to identify trends, build hypotheses, and implement data-driven improvements. - Detect operational bottlenecks and proactively design solutions to increase efficiency and scalability. - Collaborate cross-functionally with Product, Engineering, and Operations to optimize processes and customer journeys. - Foster a culture of continuous learning, accountability, and feedback, helping your team grow both personally and professionally. - Ensure high-quality support delivery across communication. - Be hands-on when needed — from handling escalations to rolling up your sleeves during peak times. Qualifications - Bachelor’s degree in Business, Engineering, or related field. - 2+ years of experience leading customer support teams in fintech, tech, or startup environments. - Proven track record of improving processes and operational KPIs. - Strong analytical mindset: able to interpret data and translate insights into action. - Excellent communication, coaching, and conflict-resolution skills. - Comfortable operating in high-speed, constantly evolving environments. - Experience with tools like Zendesk, Intercom, or Salesforce Service Cloud. - English: Upper-intermediate level or above. Requirements - Be hands-on when needed — from handling escalations to rolling up your sleeves during peak times. - Be comfortable working occasional weekend shifts or on-call rotations to support critical operational needs. Benefits - Competitive salary: $30,000 MXN gross per month + annual performance bonus. - 100% remote work. - Flexible PTO policy. - Health insurance. - Fast-paced, high-impact environment where your work truly matters. - Opportunities to grow and lead as we scale across new markets.