Customer Operations Analyst
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Job Description
Customer Operations Analyst providing technical support and onboarding for clients of a fintech in Mexico. Ensuring seamless operational processes and excellent client experience with financial infrastructure.
Responsibilities:
- Atender tickets y requerimientos operativos y técnicos de clientes empresariales, asegurando respuestas claras y oportunas a través de correo y herramientas de soporte.
- Acompañar procesos de onboarding e implementación, ayudando a que los clientes comprendan y utilicen correctamente la plataforma.
- Dar seguimiento puntual a incidencias, manteniendo una comunicación constante y asegurando una resolución adecuada dentro de los tiempos establecidos.
- Monitorear eventos operativos y escalar anomalías técnicas o transaccionales con sentido de urgencia.
- Coordinar con equipos internos de Operaciones, Producto, Ingeniería y Compliance para facilitar la resolución de incidentes.
- Guiar a los clientes en el uso de los distintos rieles financieros y procesos operativos, incluyendo SPEI, Pagos por Servicio, conciliaciones y flujos transaccionales.
- Documentar incidentes, soluciones y mejores prácticas para fortalecer la base de conocimiento y mejorar continuamente la operación.
- Asegurar el cumplimiento de SLAs y tiempos de respuesta durante periodos críticos de operación.
- Identificar patrones recurrentes y oportunidades de mejora para reducir fricción y elevar la experiencia del cliente.
Requirements:
- 1 a 3 años de experiencia en Customer Support B2B, Help Desk, Soporte Técnico o áreas operativas dentro de empresas de tecnología o fintech.
- Excelente comunicación escrita y verbal; capacidad para transmitir información de manera clara, profesional y empática.
- Alta orientación al servicio y habilidad para manejar escenarios de incidencia o escalación con serenidad y sentido de urgencia.
- Atención al detalle y capacidad para administrar múltiples tickets o casos simultáneamente.
- Entendimiento general de sistemas, flujos operativos y plataformas tecnológicas.
- Capacidad para leer y comprender documentación técnica básica.
- Organización y disciplina para dar seguimiento a casos y cumplir con timelines establecidos.
- Manejo intermedio de Excel o Google Sheets.
- Inglés intermedio, especialmente para lectura y comunicación escrita.
- Deseable: Experiencia previa en fintech, pagos o servicios financieros.
- Deseable: Familiaridad con herramientas de ticketing, incident management o CRM.
- Deseable: Conocimientos básicos de SQL, BI o análisis de datos.
- Deseable: Nociones básicas de APIs, integraciones o programación.
- Deseable: Experiencia brindando soporte a clientes empresariales.
Benefits:
- Exposición directa a la operación diaria de una fintech de infraestructura financiera y pagos.
- Aprendizaje práctico sobre rieles financieros, operación SPEI, conciliaciones y flujos transaccionales.
- Interacción constante con clientes empresariales y casos reales de operación (no es un rol de call center).
- Colaboración cercana con equipos de Producto, Ingeniería, Operaciones y Compliance.
- Oportunidad de desarrollar una sólida carrera en Customer Support B2B dentro del ecosistema fintech.
- Un entorno donde podrás aprender, proponer y tener impacto real en la experiencia de nuestros clientes.
- Crecimiento profesional acelerado dentro de una empresa en etapa de construcción y escala.
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