Support Operations Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 13%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Tilt (formerly Empower)

WebsiteLinkedInAll Job Openings

201 - 500 employees

💳 Fintech

👥 B2C

💸 Finance

Fintech • B2C • Finance

Tilt is a financial technology company that provides cash advance, lines of credit, and credit card services aimed at empowering customers financially. With an emphasis on accessibility, Tilt offers flexible repayment plans and eligibility irrespective of a customer's credit history, enabling individuals to qualify based on their real-time financial habits. The platform is user-friendly, boasting positive customer experiences and a high rating, making it a convenient option for those seeking to manage their finances and build credit effectively.

📋 Description

• Investigate and resolve transaction and credit disputes within SLA • Document cases in an audit-defensible manner • Support fraud incident response, including account actions, impact scoping, and leadership analysis • Own escalated and sensitive cases across email, chat, phone, and social channels • Serve as an escalation point for agents and BPO partners • Identify and document complaints • Maintain SOPs, job aids, macros, and decisioning workflows • Run QA reviews and convert findings into process or training changes • Support team and partner readiness for launches and policy shifts • Execute account-level actions through backend and admin tools with a clean audit trail • Track case metrics and translate them into recommendations • Identify manual workflows for automation and validate AI-generated output • Partner with Compliance, Legal, Product, Engineering, and International Support Ops to close operational gaps

🎯 Requirements

• 3–6 years in support, risk and fraud, disputes, escalations, or enablement • Professional fluency in Spanish and English • Ability to own cases and workstreams end-to-end in a policy-driven environment • Comfortable defending decisions under review • Strong written documentation skills • Comfort with data • Spreadsheets required • Flexibility to work some weekends and holidays • Fintech, banking, or lending experience preferred • SQL is a plus • Consumer financial protection knowledge is a strong plus • Experience with Zendesk or similar ticketing, admin, or identity tools is a strong plus • QA or coaching background is a strong plus • BPO partnership experience in a regulated environment is a strong plus • Hands-on use of AI tools to reduce manual work is a strong plus

🏖️ Benefits

• WFH office reimbursement/stipend • Competitive compensation packages • Generous equity • Flexible health plans at every premium level • Substantial health-plan subsidies • Direct exposure to leadership • Paid global onsites twice yearly • Growth opportunities based on contributions rather than rigid promotion timelines