---
title: 'Support Operations Specialist, Mexico at Tilt Finance'
canonical: 'https://feeny.ai/job/support-operations-specialist-mexico-tilt-finance-mexico-2snmvpzhb8d9'
type: 'job'
last_seen: '2026-09-06'
---

# Support Operations Specialist, Mexico at Tilt Finance

- **Company:** Tilt Finance
- **Location:** Mexico
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-01
- **Last confirmed live:** 2026-09-06
- **Apply:** https://jobs.ashbyhq.com/tilthq/68e1cc7c-e3ac-47fd-bf0d-dce7d2ffa69b

## Job description

## JOIN THE TILT TEAM

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.

## THE OPPORTUNITY: SUPPORT OPERATIONS SPECIALIST, MX

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

## HOW YOU'LL MAKE AN IMPACT

- Investigate and resolve transaction and credit disputes within SLA — with documentation that's audit-defensible, not just technically complete; support fraud incident response including account actions, impact scoping, and leadership analysis
- Own escalated and sensitive cases across email, chat, phone, and social — with a focus on resolution over deflection; be the escalation point agents and BPO partners rely on and properly identify and document complaints when they arise
- Keep enablement current — maintain SOPs, job aids, macros, and decisioning workflows; run QA reviews and turn findings into real process or training changes; support team and partner readiness ahead of launches and policy shifts
- Work the systems, not just the cases — execute account-level actions through backend and admin tools with a clean audit trail; track case metrics and translate them into recommendations; spot manual workflows worth automating and validate AI-generated output before it ships
- Partner cross-functionally with Compliance, Legal, Product, Engineering, and International Support Ops to close the gaps your casework surfaces

## WHY YOU'RE A GREAT FIT

- 3–6 years in support, risk and fraud, disputes, escalations, or enablement — fintech, banking, or lending experience preferred
- Professional fluency in Spanish and English
- Demonstrated ability to own cases and workstreams end-to-end in a policy-driven environment, comfortable defending decisions under review
- Strong written documentation and comfort with data — spreadsheets required, SQL a plus
- A calm, empathetic communicator who asks why instead of just clearing the queue
- Flexibility to work some weekends and holidays

Strong plus: consumer financial protection knowledge; experience with Zendesk or similar ticketing, admin, or identity tools; QA or coaching background; BPO partnership experience in a regulated environment; hands-on use of AI tools to reduce manual work.

## WHY TILT

A remote-first team spanning 14 countries, with a WFH stipend and flexible health coverage. Competitive pay and equity. Direct access to leadership — growth here follows what you contribute, not how long you've been around. Twice a year, the whole company gets together somewhere worth traveling to.

Don’t meet every qualification? We care about potential over your past. If you're bringing ambition and drive to what we're building, we want to hear from you.

## WHAT YOU'LL GET AT TILT

- Virtual-first teamwork: The Tilt team is collaborating across 14 countries, 12 time zones, and counting. You’ll get started with a WFH office reimbursement.
- Competitive pay: We're big on potential, and it's reflected in our competitive compensation packages and generous equity.
- Complete support: Find flexible health plans at every premium level, and substantial subsidies that stand up to global standards.
- Visibility is yours: You can count on direct exposure to our leadership team — we’re a team where good ideas travel quickly.
- Paid global onsites: Magic happens IRL: we gather twice yearly to reconnect over shared meals or kayaking adventures. (We’ve visited Vail, San Diego, and Mexico City, to name a few.)
- Impact is recognized: Growth opportunities follow your contributions, not rigid promotion timelines.

## THE TILT WAY

We're looking for people who chase excellence and impact. Those who stand behind their work, celebrating the wins and learning from the missteps equally. We foster an environment where every voice is valued and mutual respect is non-negotiable — brilliant jerks need not apply. We're in this together, working to expand access to fair credit and prove that people are incredible. When you join us, it's not just another day at the [virtual] office, you're helping millions of hardworking people reach better financial futures.

You’re pushing ahead in your career? We can get behind that. Join us in building the credit system that people deserve.

## About Tilt Finance

## Company Overview
- **One-liner**: Tilt is a financial technology company that uses machine learning to analyze over 250 non-traditional financial signals to provide cash advances and credit cards to people overlooked by traditional credit scoring.
- **Entity Type**: Private (Series D, backed by Sequoia Capital)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2016
- **Founders**: Warren Hogarth (Co-Founder & CEO), Jan Chong (Co-Founder & CTO)

## Core Business
- **Primary industry**: Financial Services, Consumer Fintech, Alternative Credit
- **Target customers**: B2C — underbanked and credit-invisible consumers in the U.S., Brazil, India, the Philippines, and Mexico who lack reliable access to fair credit.
- **Mission**: "We're building a new credit system to prove it." — Backing the hard work people do, whatever they're working toward, by expanding access to cash and credit.

## Products & Services
- **Cash Advance**: Mobile-first cash advance product that provides instant access to funds directly to a bank account with automated, flexible repayment. Evaluates creditworthiness using real-time income and spending data, not just credit scores.
- **Thrive Line of Credit**: A credit-building line of credit product that rewards consistent on-time payments with offer increases and larger lines.
- **Petal Credit Cards**: Credit cards designed for people with thin or no credit history, using machine learning underwriting to assess financial health.
- **NIRA**: A credit product serving the Indian market, built in collaboration with local financial institutions.
- **Cashalo**: A credit product serving the Philippine market, embedded in local financial ecosystems.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed; named by Forbes as one of the "Next Billion-Dollar Startups" in 2024.
- **Key Metric**: Over $1 billion in total cash and credit accessed via the platform; over 5 million customers; 450,000+ 5-star reviews.
- **Notable Investors/Partners**: Sequoia Capital (lead investor), Blisce, Icon Ventures.
- **Growth Signals**: Ranked #65 on Inc. 5000’s Fastest-Growing Private Companies list (third year in a row in the top 100). Named Forbes America's Best Startup Employers (2023). Thrive product was named Fast Company's Next Big Things in Tech (2022). Active expansion into Brazil (hiring Head of Credit for Brazil), India (NIRA), Philippines (Cashalo), and Mexico.

## Competitive Advantages
- **Proprietary Underwriting Engine**: Uses 250+ non-traditional signals of financial health (real-time income, spending patterns, gig economy activity) rather than legacy credit scores, enabling it to serve tens of millions of people that traditional lenders decline.
- **Machine Learning & Data Moat**: The scale of data (over 5M customers) creates a significant feedback loop for model accuracy — the more people they approve and track, the smarter their risk models become.
- **Multi-Product Ecosystem**: Not a single product lender; they offer cash advances, lines of credit, and credit cards, allowing them to graduate customers upward as their financial health improves, increasing lifetime value.
- **Global Expansion First-Mover**: Actively launching localized credit products in Brazil, India, Philippines, and Mexico, which gives them a head start in underbanked markets where incumbents are slow to innovate.

## Strategic Focus
- **Global Expansion**: Building country-specific credit products (NIRA in India, Cashalo in Philippines) and hiring leadership for new markets like Brazil and Mexico.
- **Agentic AI Integration**: Hiring an "Agentic AI Lead (Business Transformation)" — suggesting they are building AI agents to automate credit decisions, customer support, and risk operations.
- **Product Deepening**: Expanding from cash advances and credit cards into broader lines of credit and larger loan products as customers build history with the platform.
- **Regulatory & Compliance Scaling**: Hiring corporate counsel, compliance leads for new geographies (Mexico, Brazil), reflecting a push into regulated financial landscapes.

## Why Work Here
- **Virtual-first culture with global team**: Collaborating across 14 countries, 12 time zones. Remote-first but with twice-yearly global onsites ("Magic happens IRL: we gather twice a year to reconnect over a shared meal or a kayaking adventure").
- **Low-meeting culture**: "Give us the data-driven recommendation on Slack over the meeting and multi slide deck." — emphasizes asynchronous communication and deep work.
- **Full health coverage**: Flexible plans at every premium level with substantial subsidies that "stand up to global standards."
- **Home office subsidy**: Funded to get the gear you need.
- **Flexible time off**: Unlimited PTO with an emphasis on taking time to "stay at the top of your game."
- **Competitive pay**: "Above-market compensation" with growth opportunities following contributions, not rigid promotion timelines.
- **Diverse backgrounds welcome**: Explicitly states no prior experience in consumer finance required — they value diverse, unique backgrounds. All backgrounds welcome.
- **Feedback culture**: "Up, down, sideways — we help each other grow with honest, constructive conversations."
- **Global hiring**: Active open roles across the U.S. (remote), Brazil (remote), India (hybrid Bengaluru), Philippines (hybrid Manila), Mexico (remote), Australia (remote), and the EU (remote).

## Sources
1. [tilt.com](https://tilt.com/)
2. [tilt.com/about](https://tilt.com/about)
3. [tilt.com/careers](https://tilt.com/careers)
4. [linkedin.com/company/tilthq](https://www.linkedin.com/company/tilthq)
5. [builtin.com](https://builtin.com/company/empower)
6. [jobs.ashbyhq.com/tilthq](https://jobs.ashbyhq.com/tilthq)

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