Customer Experience Agent

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 responsibilities

• Deliver fast, accurate, and empathetic support via WhatsApp, email, and internal workflows.

• Handle complex user scenarios, including financial disputes, exception cases, and ambiguous product issues.

• 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.

• Collaborate with the automation team to improve flows by providing structured feedback or tagging errors.

• Stay constantly up to date on product changes and use that context to drive accurate, trust-building resolutions.

• Support operational processes, including claims, identity checks, transaction investigations, and escalations.

Who you are

• 2-4 years of experience in customer support or fintech/marketplace environments in high-concurrency channels like WhatsApp.

• Familiarity with dashboards or ticketing tagging systems.

• You’re not just reactive, you anticipate problems, ask smart questions, and solve with judgment.

• You’re highly analytical: you enjoy problem-solving, logic, and going one level deeper.

• You’re data curious: maybe you don’t write SQL yet, but you’re eager to learn.

• You write clearly and concisely, and you adapt your tone to the context.

• You enjoy helping people, but more importantly, helping them fast and well.

• You’re fluent in Spanish and comfortable reading and writing in English.

Compensation & benefits

• Base Salary: MXN $19.000 - $25.000 Gross

• 100% medical, dental & vision insurance coverage.

• 15 Days of PTO

• Equity

• Remote in Mexico City or the Metropolitan Area.

• Schedule: This is a rotating shift role. You'll work 40 hours a week, 5 days on and 2 days off. Shifts are daytime-only, but your hours and days off rotate weekly, so flexibility and adaptability are a must.

• Team offsites twice a year in cool destinations.

• Opportunity to grow inside a strategic, AI-driven CX team at a fast-growing tech company.

About the Process

We move fast, and we respect your time.

1. Business Case: Skip the intro call and go straight to the challenge. We'll send you a real-world CX scenario to see how you think, write, and solve. No prep needed, just bring your judgment. (72 hours)

2. Manager Interview: If your case stands out, we'll get on an interview to learn more about you and answer any questions.

3. On-site Interview: Meet the team you'll be working with.

4. Background Check.

5. Offer: We move quickly