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Tilt is a fintech company using machine learning and real-time financial signals to provide credit access to underserved populations globally. This Support Operations Specialist role is based in Mexico and sits at the center of Tilt Mexico's operations, handling fraud investigation, risk case resolution, escalations, and quality standards.
You will investigate and resolve transaction and credit disputes within SLA with audit-defensible documentation. You'll own escalated and sensitive cases across email, chat, phone, and social channels, serving as the go-to escalation point for frontline agents and BPO partners. The role includes fraud incident response, account actions, and impact scoping.
Key responsibilities include maintaining enablement materials (SOPs, job aids, macros, decisioning workflows), conducting QA reviews, and translating findings into process or training improvements. You'll execute account-level actions through backend and admin tools, track case metrics, identify automation opportunities, and validate AI-generated output. Cross-functional collaboration with Compliance, Legal, Product, Engineering, and International Support Ops is essential to close operational gaps.
In your first year, success means working queues independently, producing audit-defensible documentation, identifying at least one recurring pattern and driving a fix, and becoming the go-to expert in at least one domain for agents and partners.
The ideal candidate has 3–6 years in support, risk/fraud, disputes, escalations, or enablement, preferably in fintech, banking, or lending. Professional fluency in Spanish and English is required. You should demonstrate end-to-end ownership in policy-driven environments, strong written documentation skills, comfort with data and spreadsheets (SQL a plus), and calm, empathetic communication. Flexibility for weekend/holiday work is needed. Strong pluses include consumer financial protection knowledge, Zendesk or similar tool experience, QA/coaching background, BPO partnership experience, and hands-on AI tool usage.
