# Support & Operations Analyst **Company**: Lendable **Location**: Mexico City **Work arrangement**: hybrid **Job type**: contract **Category**: Operations **Industry**: Finance **Apply**: https://jobs.ashbyhq.com/lendable/b1df7e92-0ff6-471f-beab-0830c9f53e29?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_6891a8ad-f78 ## Description Lendable is launching its credit card product in Mexico and building a founding local team. We're looking for someone to own the day-to-day operation of that product: the customer conversations, yes, but also the queues, the exceptions, the data behind them, and the tooling that makes all of it faster next month than it was this month. ## Responsibilities ### Own the daily operational queues, end to end - Run the recurring card-ops routines: blocked accounts, failed card deliveries, payments that need reconciling, applications stuck mid-flow - Take a case from first contact through to actual resolution, including the backend or ops step that fixes it , not just the reply to the customer - Keep queues clean and decisions auditable, and know which cases genuinely need another team versus which ones you can close yourself ### Investigate, don't just respond - Dig into dashboards, internal tools, and customer records to work out what actually happened before deciding what to say - Reconstruct timelines across systems , application, card, transactions, payments and form a view on root cause - Spot irregularities early (fraud signals, broken flows, provider failures) and escalate with evidence and a hypothesis, not just a screenshot ### Work alongside AI agents as part of your toolkit - Use AI assistants and internal agents to triage, draft, summarise, and pull data , and know when their output is wrong and shouldn't be shipped - Improve the prompts, macros, and knowledge sources those agents rely on when you see them getting things wrong or going stale - Help us decide which repetitive work should be automated next, and what needs to stay human ### Turn recurring problems into fewer problems - Track what customers contact us about, quantify it, and bring the top patterns to Product, Risk, and Engineering with data attached - Write and maintain the runbooks, help articles, and macros the rest of the team uses - Reduce your own dependency on other teams: learn the internal tools, the SQL queries, and the ops scripts well enough to answer your own questions ### Connect the dots across the business - Be the person who notices that a spike in one queue is caused by something three systems away - Bring the customer reality into product and risk decisions, and translate those decisions back into something a customer can understand in Spanish ## Requirements - Excellent written Spanish and working English (our tools, docs, and much of the team operate in English) - Genuine analytical curiosity: you like taking something apart to understand why it broke, and you follow the thread further than you were asked to - Comfort with data and tooling , spreadsheets, dashboards, internal admin panels , and no fear of a query, an API response, or a log file - Hands-on experience using AI tools in real work (ChatGPT, Claude, Copilot, n8n or similar): you've briefed an assistant on a task, iterated on the prompt, checked its output, and formed opinions about where it fails. - A bias toward figuring it out: you exhaust what you can do yourself before escalating, and when you do escalate you arrive with context - Care and precision with people's money and personal data, and the judgement to slow down on sensitive or emotional cases - Comfort with ambiguity and shifting priorities in an early-stage team ## Nice to Have - Experience in fintech, banking, lending, or payments operations - Any hands-on technical foundation: basic SQL, scripting, Python notebooks, workflow automation tools, or having built something small yourself - Experience owning a support or ops process, not just working inside one - Background in a fast-growing startup or a founding-team environment ## Benefits - Flexible working: hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites - Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls - Health coverage: support for your physical and mental wellbeing, including private health cover - Retirement & savings: long-term financial wellbeing through retirement savings plans - Employee referral programme: earn a competitive bonus when you refer successful new team members - Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations - Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations ## Skills ### Required - analytical skills - problem-solving skills - communication skills - data analysis - AI tools ### Nice to have - fintech experience - banking experience - lending experience - payments operations experience - technical foundation --- Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/lendable/b1df7e92-0ff6-471f-beab-0830c9f53e29?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)