Customer Experience Agent

Role Overview

We’re looking for a Customer Experience Agent who can operate at a high level of autonomy, judgment, and analytical thinking. This is not an entry-level position. At Nelo, all agents are expected to think like Tier 3 support from day one.

What You Will Do

Deliver fast, accurate, and empathetic support via WhatsApp, email, and internal workflows. Handle complex user scenarios, including financial disputes, exception cases, and ambiguous product issues.

Why It Might Be a Fit

This is the right role for someone who thrives in ambiguity, adapts fast, and is excited by the challenge of building a world-class, AI-augmented CX operation.

Requirements

• 2-4 years of experience in customer support or fintech/marketplace environments in high-concurrency channels like WhatsApp.
• Familiarity with dashboards or ticketing tagging systems.
• Analytical thinking and problem-solving skills.
• Ability to write clearly and concisely, and adapt tone to context.
• Fluency in Spanish and comfort reading and writing in English.

Benefits

• Base Salary: MXN $19.000 – $25.000 Gross
• 100% medical, dental & vision insurance coverage.
• Equity
• Team offsites twice a year in cool destinations.
• Opportunity to grow inside a strategic, AI-driven CX team at a fast-growing tech company.