Lead Customer Care Specialist – Business Operations

Customer Care Team:The Lead Customer Care Specialist – Business Operations will play a pivotal role in developing, managing, and expanding a specialized customer support operation that caters to complex financial products for professional clients. Initially, this hands-on leadership position will oversee a team of agents while laying down the essential operational frameworks, processes, and performance standards needed to provide exceptional service.This role will evolve to encompass the leadership of a comprehensive operational structure, including coordinators, supervisors, and agents, ensuring superior performance across critical service metrics such as SLAs, CSAT, AHT, and resolution quality. Acting as a vital link between frontline support, product teams, and internal stakeholders, you will drive continuous improvements in customer experience and operational efficacy.Key Responsibilities:Oversee the daily performance of the Customer Care operation, ensuring adherence to crucial support metrics including SLAs, CSAT, AHT, and resolution quality.Directly manage an initial team of agents, addressing escalations, monitoring performance, and upholding operational discipline during the outset of the operation.Offer coaching, feedback, and performance management while helping to establish a leadership framework (coordinators and supervisors) as the operation scales.Design operational processes such as shift structures, escalation flows, and workload distribution to ensure efficient service delivery.Monitor on-floor service quality, identify recurring operational challenges, and collaborate with internal teams to bridge knowledge or process gaps.Ensure the support model meets the expectations of professional clients requiring clear, accurate, and efficient resolutions.Translate feedback from customers and agents into actionable insights for product teams, including tool enhancements, bug reports, and workflow improvements.Collaborate closely with Product, Analytics, and cross-functional teams to address systemic issues affecting customer experience.Establish the operational structure, processes, and governance needed to scale the support organization.Analyze operational data and dashboards to uncover trends, root causes, and opportunities for service delivery enhancements.

Position Objective The Regional Head of Business Operations will spearhead the launch, development, and scaling of field operations in their region, focusing on onboarding and activating new solutions for clients. This role will lead the end-to-end execution of the onboarding process, including the delivery and implementation of devices and operational tools, ensuring reliable service, high operational performance, and a quality experience for clients. In the initial phase, this position will have a strong operational and hands-on focus, directly managing field ambassadors, resolving operational incidents, and establishing the necessary processes to scale regional operations. As the operation grows, the role will evolve towards structuring leadership, operational discipline based on KPIs, and coordination with Product and Analytics teams. Main Responsibilities • Launch field operations in the region, establishing processes, operational structure, and execution standards. • Directly manage the B2B Ambassador team during the initial phase of operations, ensuring productivity, operational discipline, and consistency in the field. • Design and build the necessary structure to scale regional operations, defining roles and future layers of supervision. • Oversee the implementation of devices, tools, and solutions for clients, ensuring a professional and reliable experience. • Monitor and manage key indicators such as activation, field productivity, execution quality, and operational goal compliance. • Implement corrective actions when performance indicators require it. • Ensure the correct implementation of processes defined by the Product team in the field. • Collaborate closely with Product, Analytics, and other teams to identify opportunities for improvement in processes, tools, and operational flows. • Analyze operational metrics and generate visibility on regional performance to drive data-driven decision-making.

Join the dynamic team at Binance as a Business Development Operations Specialist focused on the LATAM region. In this role, you will be instrumental in driving business growth and operational excellence. Your expertise will help ensure strategic initiatives are executed effectively, enhancing our market presence across Latin America.

Join our dynamic team at spoton as a Client Operations Specialist, where you will play a vital role in ensuring exceptional service and support for our clients. You will be responsible for managing client inquiries, resolving issues, and enhancing the overall client experience. If you are passionate about customer service and thrive in a fast-paced environment, we want to hear from you!

ABOUT US At Indie Campers, we are dedicated to making road trips accessible to everyone. As a leading campervan marketplace, we've harnessed a digital-first approach and a customer-centric ethos to create an exceptional booking experience that offers high-quality road trips at competitive prices. With over one million nights booked across our travel platform, we have proudly served more than 300,000 travelers from 169 countries. Our diverse range of offerings includes short-term RV rentals, long-term campervan subscriptions, and opportunities to purchase vehicles from our inventory. Driven by a strong technological backbone, we face exciting challenges that require top-tier talent and unwavering motivation. Join our expanding team and embark on this thrilling journey with us. THE ROLE As the Senior Support Lead Specialist - Americas, you will be an integral part of a regional team responsible for executing processes at our local depots and managing their teams. Your primary focus will be to ensure that operational support procedures are implemented to the highest standards for both our customers and local operations. Your role is crucial in enabling our global support team to execute processes designed to assist our local operations, ensuring customer satisfaction, and supporting team members in your region. You will directly impact client experiences by leading service recovery efforts, identifying process improvements, and implementing actions aimed at enhancing customer satisfaction. Reporting to the Regional Operations Director, you will serve as the customer advocate within the regional team, striving for optimal execution to meet customer expectations and coordinating efforts with your team. WHAT WILL YOU WORK ON? Oversee daily execution of local operations, analyzing customer satisfaction data to identify improvement opportunities. Implement daily service recovery procedures, proactively addressing customer journeys that have breached service SLAs and adjusting experiences accordingly. Coordinate corrective actions and improvements based on customer feedback.

Hello! We are Fever, the premier tech platform transforming culture and live entertainment.Our mission is to make culture and entertainment accessible to everyone. Leveraging our innovative technology and data-driven strategies, we are changing the way audiences engage with live experiences. Each month, our platform inspires over 300 million individuals across more than 40 countries to discover unforgettable events, while empowering creators with insightful data and tools to scale and innovate their offerings.Our achievements speak for themselves: we have collaborated with industry titans like Netflix, F.C. Barcelona, and Primavera Sound, and our award-winning events are supported by top-tier global investors. How impressive is that?To continue our growth, we are seeking proactive individuals with a hands-on approach who are excited to shape the future of entertainment!Are you ready to join the experience?Now, let’s delve into the specifics of this role and how you can contribute to Fever’s mission.ABOUT THE ROLEWe are searching for an Onsite Operations Specialist who thrives on enhancing efficiency and consistently finds solutions to challenges!As a critical member of the Operations team, you will ensure the seamless execution of our events from inception to conclusion, leading your team and meticulously managing every operational detail.Developing and overseeing the operational plan for events, ensuring comprehensive coverage of all requirements (access control, staff allocation, cashless systems, kiosks, etc.).Directing the onsite execution, ensuring that setup, live operations, and closure occur flawlessly and in compliance with our standards.Monitoring the event closure process, which includes reconciliations, incident reporting, and further evaluations.

Join Lalamove as a Driver Operations Lead for Onboarding, where you will play a crucial role in enhancing our driver onboarding process. You will lead efforts to ensure a seamless and efficient onboarding experience for our drivers, contributing to our mission of connecting people and businesses through fast and reliable delivery services.

Join Stripe as a Fraud Operations Team Lead and play a pivotal role in safeguarding our customers from fraud while improving our operational processes. You will lead a dedicated team, fostering a culture of excellence and innovation in fraud prevention strategies.Your responsibilities will include developing and implementing effective fraud detection measures, analyzing data to identify trends, and collaborating with various departments to optimize our approach. As a leader, you will mentor team members, ensuring they are equipped with the skills needed to excel in their roles.

Join Wing, a pioneer in transforming work dynamics for companies globally! We seek a Bilingual Lead Generation Specialist to cultivate strong business relationships, acquire sales leads through diverse channels, and collaborate with our sales and marketing teams to drive successful campaigns. This role involves database management, follow-ups, market research, and lead qualification, ensuring a seamless lead generation process.

Role Overview ApolloIO is seeking a Customer Support Team Lead to guide a team of support professionals in our Mexico City office. This leadership role focuses on strengthening customer satisfaction and streamlining support operations. What You Will Do Supervise and mentor a team of customer support staff Equip team members with the skills and knowledge needed for high-quality service Act as the main link between customers and product teams Advocate for customer needs and help drive service improvements Location This position is based onsite at our Mexico City office.

Join Leona: Transforming Healthcare TogetherAt Leona, we are dedicated to empowering individuals to take charge of their health and the health of their loved ones. Our ambitious mission is to revolutionize the interaction between patients and healthcare professionals, ensuring that quality care is accessible regardless of location.Our innovative platform enhances doctor-patient communication through WhatsApp, acting as an AI-driven clinical assistant to automate routine tasks and provide patients with 24/7 access to their healthcare providers.With teams in both San Francisco and Mexico City, our diverse group boasts extensive experience from successful tech companies such as Rappi, Uber, and Modern Fertility. We are proud to be backed by top investors, including General Catalyst and Accel.If you are eager to learn and contribute to building something extraordinary in an early-stage startup, we would love to meet you!The RoleAs a Business Operations Associate based in Mexico City (preferred), you will play a crucial role in shaping our operational strategies and processes to enhance efficiency and scalability.

Join Binance, a leading global cryptocurrency exchange, as a Senior Business Development professional in Payment Operations focusing on the LATAM region. In this pivotal role, you will spearhead initiatives to enhance payment solutions and drive business growth across Latin America. Collaborate with cross-functional teams to identify market opportunities and implement strategic partnerships that will position Binance as a leader in payment operations.

Join Our Team: Marketing & Revenue Operations Specialist! We are on the lookout for a dynamic Marketing & Revenue Operations Specialist to become a key player in enhancing our operational efficiency in the Tech/IT sector.What You'll Do: CRM Management: You'll be responsible for maintaining data hygiene (Leads, Accounts, Opportunities) and generating insightful reports and dashboards for informed decision-making. Campaign Execution: You will coordinate the deployment of materials and campaigns across outbound channels and email. Lead Flow Optimization: Your role will involve identifying bottlenecks between marketing and sales, proposing effective process improvements. Sales Support: You'll ensure the sales team has all the necessary tools to manage the pipeline successfully.What We're Looking For: A minimum of 2 years’ experience in Marketing Operations, Sales Operations, or CRM Administration. Proficiency in English (B2+). Expert knowledge of CRMs (Salesforce, HubSpot, or Zoho). Previous experience in B2B Tech / IT Services is desirable, with a preference for candidates with experience in MSPs or Cybersecurity. An analytical mindset, strong attention to detail, and exceptional written communication skills.

Role Overview The Senior Specialist, Policy Operations at Lyft, Inc. helps guide the policies that impact Lyft’s operations in Mexico City. This role works closely with teams across the company to keep Lyft’s activities in line with local regulations and to support business goals through effective policy work. Key Responsibilities Work with colleagues from different departments to interpret and apply local regulatory requirements. Help shape and refine internal policies that affect Lyft’s presence in Mexico City. Advocate for policy positions that align with Lyft’s business objectives. Analyze policy issues and regulatory frameworks relevant to Lyft’s operations. What You Bring Experience with policy analysis and understanding of regulatory environments. Ability to connect operational needs with policy requirements. Strong collaboration skills when working with cross-functional teams.

Join SpotOn as a Client Operations Specialist, where you will play a crucial role in ensuring exceptional service delivery to our clients. You will manage client inquiries, streamline operations, and collaborate with various teams to enhance the client experience. This position is ideal for individuals who thrive in a fast-paced environment and are passionate about delivering solutions that meet client needs.

Customer Experience Team LeadJoin Nelo and lead the CX team to elevate agent performance, quality, and coaching at one of Mexico's most dynamic fintech companies.As part of Nelo's rapidly expanding CX operation, you will oversee a team that engages with millions of transactions involving credit, payments, and e-commerce. This role is pivotal, focusing on operational leadership while ensuring our agents deliver exceptional service daily.In this position, you will take charge of functional supervision of all frontline agents, driving coaching, quality assurance, daily performance management, and handling escalations effectively.This role requires being present in our Mexico City office 80% of the time, fostering direct engagement with your team.

To learn more about the role, please visit this Medium article: GTM Strategy & Ops Role OverviewAbout Arkham Technologies:Arkham Technologies is a pioneering Data & AI platform dedicated to assisting large enterprises in:Consolidating disparate systems and dataCreating a singular source of reliable operational metricsAddressing intricate challenges using AI tailored to their specific operationsOur esteemed partners, including Circle K and Kimberly-Clark, collaborate with us to implement AI-driven solutions for sell-out forecasting, promotional analysis, and automated order allocation. With Arkham, they experience rapid, impactful results, laying a solid foundation for enduring AI transformation.Explore more about Arkham: YouTube ChannelMedium BlogThe RoleWe are in search of a GTM Strategy & Ops Specialist to manage and expand Arkham’s go-to-market engine from Mexico City. This role transcends traditional sales; it is centered around systems development, intelligence-driven strategies, and revenue accountability at the crossroads of:GTM LeadershipGTM EngineeringCommercial ExecutionYou will be responsible for transforming market and account intelligence into actionable revenue strategies. Your key decisions will determine:Our target marketsStrategies for account engagementOur competitive advantagesWhat You’ll Work OnAccount & Market Intelligence ManagementUtilize Arkham to gain in-depth insights into target markets and enterprise accountsIdentify key stakeholders, budget allocations, incentives, decision-making processes, and operational frameworksDevelop robust perspectives on where Arkham can exert the most influenceCustomized GTM Strategy DevelopmentConvert product capabilities into specific use cases for each accountAlign operational challenges with executive priorities and financial goals

Are you ready to take your career to the next level with a dynamic boutique wealth management firm? We are seeking a dedicated and enthusiastic Client Operations Specialist to join our remote team. In this pivotal role, you will be the first point of contact for client inquiries, managing account administration and custodial processes with esteemed partners like Charles Schwab and Fidelity. You will play a crucial role in supporting our advisors and ensuring an exceptional client experience in a collaborative, high-touch environment. If you have a background in financial planning or RIA experience, we want to hear from you!As a Client Operations Specialist, your primary responsibilities will include:Acting as the principal contact for client service and operational inquiries, addressing questions regarding accounts, paperwork, and custodial processes.Processing and managing account openings, transfers, maintenance requests, and cash movements for a seamless client experience.Assisting financial advisors with account administration and client follow-ups to enhance service delivery.Liaising with custodians to resolve issues efficiently while maintaining operational excellence.Ensuring compliance standards are met while providing polished, professional service.

Join our dynamic operations team at Scale AI as an Operations Specialist, where your primary responsibility will be to enhance revenue through timely and high-quality fulfillment of customer commitments. In this pivotal role, you'll oversee our supply operation funnel by developing and implementing innovative solutions, tools, and processes while collaborating with diverse teams including Customer Operations, Product Operations, and Product Managers.You'll face unique challenges, solving problems that have never been tackled before, and your determination will drive exceptional outcomes. Conducting pilots, tests, and experiments will be part of your daily routine as you devise creative solutions to operational bottlenecks. This role offers a unique blend of operational duties and accountability for critical outcomes, positioning you at the center of Scale’s daily operations.The ideal candidate is resourceful, analytical, empathetic, and results-driven, with the ability to motivate and inspire others.

Join us at Fever, the premier technology platform transforming the culture and live entertainment landscape!Our objective? To make culture and entertainment accessible to all. Leveraging our innovative technology and data analytics, we're changing how audiences interact with live events. Each month, over 300 million people across 40+ countries discover incredible experiences through our platform, while we empower event creators to innovate and reach new audiences.Our achievements include collaborations with industry giants like Netflix, F.C. Barcelona, and Primavera Sound, producing award-winning events with the support of top global investors. Exciting, right?We're on the lookout for proactive individuals ready to help us shape the future of entertainment!Let’s dive into this role and explore how you will contribute to Fever’s mission. About the Role:We seek a dedicated individual to join our Marketplace Operations Team. Your responsibilities will encompass:Management of Fever's Back Offices: Creating, configuring, monitoring, and maintaining experiences across both internal and external ticketing and distribution platforms.Operational Monitoring: Conducting daily checks on published experiences to ensure accurate setup, performance, and seamless operation.Cross-Team Coordination: Engaging daily with Project Management, Product, Quality Assurance, Marketing, Finance, and other stakeholders to support back-office planning, coordinate experience launches, and enhance internal operational processes.