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Lendable is a UK-based fintech unicorn (800+ employees, profitable since 2017, backed by Balderton Capital and Goldman Sachs) launching its credit card product in Mexico. You will own the day-to-day operations of this new product, managing customer interactions, operational queues, exceptions, and the data and tooling behind them.
This is not a scripted support role. Lendable's support stack is heavily instrumented and AI-assisted, meaning routine answers are largely automated. Your focus will be on cases that don't fit the script, identifying patterns, and designing processes. You'll split your time between talking to customers and investigating why they had to contact you in the first place.
Key responsibilities:
1. Own daily operational queues end-to-end: manage card-ops routines (blocked accounts, failed deliveries, payment reconciliation, stuck applications), take cases from first contact through resolution including backend fixes, keep queues clean and auditable.
2. Investigate root causes: dig into dashboards and internal tools to understand what happened before responding, reconstruct timelines across systems (application, card, transactions, payments), spot irregularities early (fraud signals, broken flows, provider failures) and escalate with evidence and hypotheses.
3. Work with AI agents as a toolkit: use AI assistants to triage, draft, summarize, and pull data; know when their output is wrong; improve prompts and knowledge sources; help decide what repetitive work should be automated.
4. Turn recurring problems into systemic improvements: track customer contact patterns, quantify them, bring top patterns to Product/Risk/Engineering with data, write and maintain runbooks and help articles, reduce dependency on other teams by learning internal tools and SQL queries.
5. Connect dots across the business: notice when spikes in one queue are caused by issues three systems away, bring customer reality into product and risk decisions, translate decisions back into Spanish for customers.
You'll be part of a small founding team in a market Lendable is still learning. Success requires curiosity, comfort with ambiguity, and willingness to own problems without waiting to be told.
Requirements:
- Excellent written Spanish and working English (tools, docs, and much of the team operate in English)
- Genuine analytical curiosity: you like taking things apart to understand why they broke and follow threads further than asked
- Comfort with data and tooling: spreadsheets, dashboards, internal admin panels, no fear of queries, API responses, or log files
- Hands-on experience using AI tools in real work (ChatGPT, Claude, Copilot, n8n or similar): you've briefed assistants, iterated on prompts, checked output, and formed opinions on where they fail
- Bias toward figuring things out: exhaust what you can do yourself before escalating, and arrive with context when you do
- Care and precision with people's money and personal data; judgment to slow down on sensitive or emotional cases
- Comfort with ambiguity and shifting priorities in an early-stage team
Nice to have:
- Experience in fintech, banking, lending, or payments operations
- Hands-on technical foundation: basic SQL, scripting, Python notebooks, workflow automation tools, or having built something small
- Experience owning a support or ops process, not just working inside one
- Background in a fast-growing startup or founding-team environment
