Support Operations Specialist, Mexico

At Tilt, we see a side of people that traditional lenders miss. Our mobile-first products and machine learning-powered credit models look beyond credit scores, using over 250 real-time financial signals to recognize real potential. With millions of customers worldwide, we're not just changing how people access financial products — we're creating a new credit system that backs the working, whatever they're working toward.

This role sits at the center of Tilt Mexico's operations — investigating fraud and risk cases, resolving escalations frontline agents can't handle, keeping content and quality standards current, and fixing problems at the source using our backend tools. The work is deliberately broad: fraud queue in the morning, a sensitive escalation in the afternoon, a job aid update in between. We hire at two levels — Specialist owns a defined slice end-to-end with guidance; Senior Specialist takes the harder, more ambiguous cases and mentors peers. Either way, this isn't a queue-clearing role. We want someone who asks why a case landed here and does something about it.

In your first year, success looks like:

• Working your queues independently, escalating only genuinely novel cases

• Case documentation that holds up under QA and audit review months later

• Spotting at least one recurring pattern and driving a fix to policy, process, content, or tooling

• Agents and BPO partners treating you as the go-to expert in at least one domain