Customer Engagement Specialist

About Founded in 2021, we are a pioneering Lending-as-a-Service (LaaS) startup with a mission to digitize and streamline B2B credit processes across Latin America. Specializing in our innovative 'Rails for Lending' solution, we empower companies to embed and deploy seamless, fair credit products, promoting financial inclusion and economic development. We serve a diverse clientele across the Americas and are committed to enhancing credit decisions and closing the credit gap in the region. What we’re looking for A designer proficient in English and Spanish, skilled in UX/UI design, Figma, wireframing, and more. You should excel in creating designs that simplify complex processes, ensuring our SaaS platform is accessible to non-technical managers. Responsibilities Holistic UX/UI design Product Discovery Prototyping and user testing Wireframing and flow creation Visual and interaction design Qualifications Expertise in UI/UX Design, Figma, and wireframing Proficiency in English and Spanish Ability to conduct usert interviews and user testing Good taste Benefits A role in building product at a leading SaaS company. Opportunities for substantial professional growth in Design, UX, and Product Competitive salary and benefits package, including healthcare and unlimited PTO. Flexible remote work options within Americas time zones.

We are seeking a driven and detail-oriented Customer Success Operations Manager to support the scaling and efficiency of our Customer Success (CS) function. In this role, you will work closely with the Head of Customer Success, acting as a strategic partner to optimize processes, systems, and tools that drive customer success outcomes. This is an exciting opportunity to build the foundation of a scalable and data-driven CS organization. We are looking for someone who can streamline operations, design efficient workflows, and ensure our team has the right tools to deliver exceptional customer experiences. You’ll have the chance to work on both strategic and operational initiatives, contributing to the long-term success of the CS team. Responsibilities: Operational Excellence: Design and implement scalable processes and workflows for customer onboarding, account management, and support that enhance team efficiency and customer outcomes. Data-Driven Insights: Develop metrics, dashboards, and reporting tools to track customer health, retention, and other key performance indicators. Provide actionable insights to the CS team. Technology & Tools: Manage the selection, implementation, and optimization of CS tools (e.g., CRM, customer support platforms) to improve team performance and customer engagement. Process Development: Collaborate with cross-functional teams (Product, Sales, etc.) to ensure smooth handoffs, data integrity, and alignment across customer touchpoints. Customer Advocacy: Analyze customer feedback and usage data to identify trends and inform product improvements and CS strategies. Support Strategic Initiatives: Assist the Head of Customer Success in executing on key projects to drive customer retention, satisfaction, and growth. Mentorship & Team Building: Play a key role in onboarding, training, and supporting new CS team members, contributing to a data-driven, customer-centric culture. Qualifications: 3+ years of experience in customer success, account management, or a related role, preferably in a Enterprise SaaS environment. Bilingual (Spanish and English): Fluent in both languages and comfortable working with clients across Latin America. Hands-On & Detail-Oriented: Willing to dive into day-to-day tasks while also contributing to the long-term development of processes and strategies. Ambitious & Eager to Grow: Excited about taking on new challenges and growing into a leadership role. Strong Relationship Builder: Capable of building trust and rapport with customers and internal teams. Problem Solver: Creative in resolving customer challenges while staying calm under pressure. Benefits: Performance Bonus: Up to 15% of base salary, tied to individual and company performance. Employee Stock Ownership Plan (ESOP): All employees are eligible from day one. Unlimited PTO: We encourage taking at least 3-4 weeks off per year to maintain a healthy work-life balance. Remote: Fully remote company, allowing flexibility to work from anywhere.

Customer Support Analyst Position We are looking for a highly motivated Customer Support Analyst to join our team. As the main point of contact for our clients, you will analyze their needs and provide quick responses to inquiries. The ideal candidate will possess good communication, teamwork, proactivity, analytical skills, and planning abilities. Key Responsibilities Attend to and resolve customer inquiries, complaints, and requests through our contact channels. Provide assistance and advice on products and services. Collaborate with the Lending team on various tasks and projects. Requirements Previous experience in customer service (desirable). University student and/or graduate in Business Administration, Communication, Marketing, or related fields. Technical Knowledge: Proficiency in Office suite, especially advanced Excel. Experience with social media response platforms (desirable). Soft Skills: Excellent analytical skills. Ability to work in a team. Strong communication, negotiation, and conflict management skills. Languages: Native Spanish and fluent English. Additional Information Maximum salary offered: $35,000 MXN (before taxes). Must be located in Mexico.