CX Team Lead

CX TEAM LEAD

YOU'LL OWN AGENT PERFORMANCE, QUALITY, AND COACHING FOR THE CX TEAM AT ONE OF MEXICO'S FASTEST-GROWING FINTECHS.

Nelo's CX operation has scaled fast. The team handles a product that touches credit, payments, and e-commerce across millions of transactions. At this size, the work splits naturally: someone needs to own CX strategy, hiring, cross-functional work, and team direction. And someone needs to own the daily operating layer: coaching, quality assurance, training, and making sure agents are performing consistently every day.

This role is the second one. You'll have functional supervision over all frontline agents, owning coaching, QA, daily performance management, and escalations.

This role is based in Mexico City, 80% on-site from the CDMX office.

ABOUT NELO

Nelo is a leading consumer fintech and e-commerce platform in Mexico, with >$500MM in annualized GMV and >$75MM in annualized revenue. Our mission is to increase the buying power of consumers in Latin America, and we are doing so by building a modern alternative to credit cards. Nelo has raised over $40M of venture capital from investors including Homebrew, Two Sigma Ventures and Susa Ventures.

Nelo has additionally raised a $100M asset credit facility from Victory Park Capital. Our lean team includes experienced leaders from top technology companies including Uber, Amazon, Rappi, and DiDi. We pride ourselves on our velocity, intellectual rigor, and efficiency. Nelo has offices in Mexico City and New York City.

WHAT YOU'LL WORK ON

- You'll take over day-to-day functional supervision of CX agents across Tier 1 and Tier 2. That means structured 1:1s, coaching conversations, and being the first escalation point when an agent doesn't know how to handle a case.

- Quality. Nelo uses AI-generated CSAT scores, sentiment analysis, and BLAST scoring to evaluate agent performance. You'll own the QA cadence: sampling tickets, calibrating agents against quality standards, and running perfo...