Support Operations Specialist

• Investigate and resolve transaction and credit disputes within SLA
• Document cases in an audit-defensible manner
• Support fraud incident response, including account actions, impact scoping, and leadership analysis
• Own escalated and sensitive cases across email, chat, phone, and social channels
• Serve as an escalation point for agents and BPO partners
• Identify and document complaints
• Maintain SOPs, job aids, macros, and decisioning workflows
• Run QA reviews and convert findings into process or training changes
• Support team and partner readiness for launches and policy shifts
• Execute account-level actions through backend and admin tools with a clean audit trail
• Track case metrics and translate them into recommendations
• Identify manual workflows for automation and validate AI-generated output
• Partner with Compliance, Legal, Product, Engineering, and International Support Ops to close operational gaps

• 3–6 years in support, risk and fraud, disputes, escalations, or enablement
• Professional fluency in Spanish and English
• Ability to own cases and workstreams end-to-end in a policy-driven environment
• Comfortable defending decisions under review
• Strong written documentation skills
• Comfort with data
• Spreadsheets required
• Flexibility to work some weekends and holidays
• Fintech, banking, or lending experience preferred
• SQL is a plus
• Consumer financial protection knowledge is a strong plus
• Experience with Zendesk or similar ticketing, admin, or identity tools is a strong plus
• QA or coaching background is a strong plus
• BPO partnership experience in a regulated environment is a strong plus
• Hands-on use of AI tools to reduce manual work is a strong plus

• WFH office reimbursement/stipend
• Competitive compensation packages
• Generous equity
• Flexible health plans at every premium level
• Substantial health-plan subsidies
• Direct exposure to leadership
• Paid global onsites twice yearly
• Growth opportunities based on contributions rather than rigid promotion timelines