Customer Experience Agent

Nelo is a leading fintech in Mexico reimagining credit to expand consumer buying power. Founded in 2019 by former Uber international growth team leads Kyle Miller and Stephen Hebson, Nelo offers credit cards, BNPL loans, bill payments, and its own marketplace — all under one app — designed from first principles for a mobile-first, real-time payments world.

With $100M in annual revenue, $1B in annualized GMV, and $140M+ raised in equity and debt, Nelo is one of the most capital-efficient consumer fintech companies in Latin America. The company is profitable — positive operating profit in both 2024 and 2025. It runs lean and technical: 60 employees, 8 engineers, with AI driving underwriting, collections, and operations.

• HQ: Mexico City, Mexico; commercial and people operations in New York City

• Founded: 2019

• Team size: 60 FTEs

• Website: nelo.mx

• Stage: Post-Series A; $100M credit facility (Victory Park Capital, 2022); profitable

• Be your best selves: ambition, hard work, intellectual curiosity

• Everyone is an owner: all employees receive equity including customer support; 10-year option expiration; equity refreshers

• Customer first: product decisions grounded in customer benefit

• Open and honest communication: quarterly financials and board presentations shared company-wide; low tolerance for bureaucracy or gossip

• Move fast, learn fast: hundreds of experiments run monthly; rigorous experimentation culture

We’re looking for a Customer Experience Agent who can operate at a high level of autonomy, judgment, and analytical thinking. This is not an entry-level position. At Nelo, all agents are expected to think like Tier 3 support from day one.

You’ll be part of a lean, high-performance support team trusted to own complex resolutions, analyze user problems across multiple systems, and collaborate with product and engineering when needed. You’ll also contribute to improving our automation flows and support strategy by flagging insights and outliers with clarity.

This is the right role for someone who thrives in ambiguity, adapts fast, and is excited by the challenge of building a world-class, AI-augmented CX operation.

At Nelo, we’ve automated more than 60% of inbound tickets, and we’re just getting started. That means the role of the cx agent has evolved: we’re no longer looking for people to follow scripts, we’re looking for people who can think like product analysts.

We move fast, and we respect your time.

1. Business Case: Skip the intro call and go straight to the challenge. We'll send you a real-world CX scenario to see how you think, write, and solve. No prep needed, just bring your judgment. (72 hours)