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.
This is not a scripted support seat. Our support stack is heavily instrumented
and increasingly AI-assisted, which means the routine answers are largely
handled what's left is the interesting part: cases that don't fit the script,
patterns nobody has noticed yet, and processes that still need a human to design
them. You'll spend part of your week talking to customers and part of it
figuring out why they had to contact us at all.
We're a small team in a market we're still learning. The person who does well
here is curious, comfortable being the one who doesn't wait to be told, and
happy to wear whichever hat the day needs.
What You'll Do
1. 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
2. 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
3. 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
4. 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
5. 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
What We're Looking For
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.
We're not looking for an AI specialist — we're looking for someone who already works this way
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
This role is probably not the right fit if
You're looking for a defined script and a fixed queue to work through
You'd rather hand a problem to another team than learn the system behind it
You prefer stable, unchanging processes, ours will change frequently
