Customer Experience Specialist - Night Shift

About Nelo

Nelo is a leading consumer fintech and e\-commerce platform in

Mexico

, with \>

MM in annualized GMV and \>MM 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 M of venture capital from investors including

Homebrew

,

Two Sigma Ventures

and

Susa Ventures

. Nelo has additionally raised a M 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 Specialist

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.

Night shift at Nelo it's a high\-trust, high\-autonomy environment where you're ofte