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You'll own the operating system behind one of Mexico's fastest-growing fintech support teams: the workflows, quality systems, and AI tooling that let agents handle increasingly complex cases at scale.
Nelo's CX operation has scaled fast. The team handles a product that touches credit, payments, and commerce across millions of transactions. At this size, the work splits into two owned domains. The CX Manager owns strategy, hiring, cross-functional work, and the staffing model. This role owns the layer underneath it: the operating rhythm, quality, training, and the AI systems that keep agents performing consistently every day.
The two domains are partners, not a hierarchy. You'll have functional oversight of frontline agents, but the core of the job is building the system they run on.
This role is based in Mexico City, 80% on-site from the CDMX office.
Nelo is a leading consumer fintech and e-commerce...