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Support Operations Specialist, Mexico
Full-time
Tilt builds mobile-first financial products with machine learning powered credit models that look beyond credit scores, using over 250 real-time financial signals.
The opportunity
This role sits at the centre of Tilt Mexico's operations: investigating fraud and risk cases, resolving escalations frontline agents cannot handle, keeping content and quality standards current, and fixing problems at the source using backend tools. The work is deliberately broad: a fraud queue in the morning, a sensitive escalation in the afternoon, a job aid update in between.
Tilt hires at two levels. A Specialist owns a defined slice end-to-end with guidance; a Senior Specialist takes the harder, more ambiguous cases and mentors peers. This is not a queue-clearing role: the team wants someone who asks why a case landed here and does something about it.
In your first year, success looks like
Working your queues independently, escalating only genuinely novel cases.
Case documentation that holds up under QA and audit review months later.
Spotting at least one recurring pattern and driving a fix to policy, process, content or tooling.
Agents and BPO partners treating you as the go-to expert in at least one domain.
How you will make an impact
Investigate and resolve transaction and credit disputes within SLA, with documentation that is audit-defensible; support fraud incident response including account actions, impact scoping and leadership analysis.
Own escalated and sensitive cases across email, chat, phone and social, with a focus on resolution over deflection; be the escalation point agents and BPO partners rely on, and identify and document complaints when they arise.
Keep enablement current: maintain SOPs, job aids, macros and decisioning workflows; run QA reviews and turn findings into real process or training changes; support team and partner readiness ahead of launches and policy shifts.
Work the systems, not just the cases: execute account-level actions through backend and admin tools with a clean audit trail, track case metrics and translate them into recommendations, spot manual workflows worth automating and validate AI-generated output before it ships.
Partner cross-functionally with Compliance, Legal, Product, Engineering and International Support Ops to close the gaps your casework surfaces.
Why you are a great fit
3 to 6 years in support, risk and fraud, disputes, escalations or enablement; fintech, banking or lending experience preferred.
Professional fluency in Spanish and English.
Demonstrated ability to own cases and workstreams end-to-end in a policy-driven environment, comfortable defending decisions under review.
Strong written documentation and comfort with data: spreadsheets required, SQL a plus.
A calm, empathetic communicator who asks why instead of just clearing the queue.
Flexibility to work some weekends and holidays.
Strong plus: consumer financial protection knowledge; experience with Zendesk or similar ticketing, admin or identity tools; a QA or coaching background; BPO partnership experience in a regulated environment; hands-on use of AI tools to reduce manual work.
Why Tilt
A remote-first team spanning 14 countries and 12 time zones, with direct access to leadership and company-wide gatherings twice a year.
