CX Team Lead

Nelo's CX operation has scaled fast. The team handles a product that touches credit, payments, and e-commerce across millions of transactions. At this size, the work splits naturally: someone needs to own CX strategy, hiring, cross-functional work, and team direction. And someone needs to own the daily operating layer: coaching, quality assurance, training, and making sure agents are performing consistently every day.

This role is the second one. You’ll have functional supervision over all frontline agents, owning coaching, QA, daily performance management, and escalations.

This role is based in Mexico City, 80% on-site from the CDMX office.

Nelo is a leading consumer fintech and e-commerce platform in Mexico, with $500MM in annualized GMV and $75MM in annualize...