Support Specialist (Complaints)

TL;DR

Support Specialist (Complaints): Investigating and resolving formal customer complaints within regulatory deadlines with an accent on root-cause analysis and process improvement. Focus on maintaining high-quality service standards, collaborating with internal teams, and ensuring compliance with industry regulations.

Location: Must be based in Mexico City (Onsite)

Company

A global financial super app providing spending, saving, and investment services to over 75 million customers worldwide.

What you will do

• Handle incoming formal complaints within regulatory deadlines
• Identify, analyze, and resolve customer issues
• Improve internal procedures and contribute to fair treatment of customers
• Maintain accurate central archives of complaint data
• Collaborate with Product and Quality Assurance teams
• Stay updated on industry regulations and compliance standards

Requirements

• Must be able to work from the office in Mexico City
• Bachelor's degree (provisional certificate required)
• 18+ months of customer service experience
• English: C1+ required
• Spanish: C1+ required
• Excellent communication and analytical skills

Nice to have

• Investigative experience
• Background in retail customer service or insurance

Culture & Benefits

• Multicultural and inclusive work environment
• Opportunities for career progression
• Focus on diverse talent and innovative product development
• Certified Great Place to Work