Customer Care Lead (Fintech)

TL;DR

Customer Care Lead (Fintech): Building, leading, and scaling a specialized customer support operation for complex financial products with an accent on operational foundations and performance discipline. Focus on optimizing key service metrics (SLAs, CSAT, AHT), designing escalation flows, and translating customer feedback into product improvements.

Location: Office work in Mexico

Company

A high-tech fintech company focused on creating groundbreaking financial solutions and challenging the status quo of incumbent finances.

What you will do

• Own day-to-day performance of the Customer Care operation, ensuring delivery across SLAs, CSAT, AHT, and resolution quality.
• Directly manage the initial team of agents, handling escalations and maintaining operational discipline.
• Design operational processes, including shift structures, escalation flows, and workload distribution.
• Build and scale the leadership structure, including coordinators and supervisors, as the operation grows.
• Translate customer and agent feedback into structured insights for product teams to improve tools and workflows.
• Analyze operational data and dashboards to identify trends and root causes to improve service delivery.

Requirements

• Experience managing customer support or operations teams with direct ownership of service metrics.
• Proven track record of building or scaling support operations in high-growth environments.
• Experience supporting complex financial products or professional clients in fintech or banking.
• Strong operational thinking to design shifts, manage capacity, and structure escalation flows.
• Data literacy with proficiency in Excel or Google Sheets for interpreting dashboards.
• Must be based in Mexico for onsite office work

Nice to have

• Background in banking or payments.
• Experience with CRM or specialized customer support platforms.
• Knowledge of QA frameworks, including quality grids and calibration systems.
• Experience scaling support operations to teams of 100+ agents.

Culture & Benefits

• Innovative environment committed to creativity and groundbreaking solutions.
• Culture of open and transparent communication through honest feedback.
• Collaborative and supportive team community.
• Recognition and celebration of team achievements.