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