Customer Experience Agent
NeloBuy Now company
CDMX, MexicoSenior
Susa Ventures
Gaingels
Two Sigma Ventures
Homebrew
Victory Park Capital
Primer Capital
Operations & Strategy
About the role
TL;DR
Deliver high-level customer support and analyze user issues.
- •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.
- •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.
- •Requirements 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.
Required skills
Customer Service
Nice-to-have skills
SQL
Domain expertise
fintech
Benefits & perks
100% medical, dental & vision insurance coverage, 15 Days of PTO, Equity, Remote in Mexico City or the Metropolitan Area, Team offsites twice a year in cool destinations, Opportunity to grow inside a strategic, AI-driven CX team at a fast-growing tech company
