About Us
At Félix, we're building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances. Our core product is an AI-powered chatbot built on WhatsApp, allowing our users to send money home as easily as sending a text message. We leverage cutting-edge technology like AI, blockchain, and stablecoins to make cross-border payments faster, more affordable, and more accessible than ever before.
We are a hyper-growth Series B company, backed by over $100 million in funding from top-tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and General Catalyst Customer Value Fund. This isn't just about the numbers; it's a testament to the trust our investors have in our vision and our team. Additionally, Félix was selected as an “Endeavour Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high-performers, united by our shared obsession with a single goal: empowering our customers. We are all owners of Félix, driven by a bias for action and a true experimentation spirit to get shit done with urgency and focus.
Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long. We are a team that is fiercely loyal to each other, where radical transparency and constructive feedback are how we grow and push for excellence. We are bold, we care less about what others are doing, and more about creating sustainable value and a product that truly makes our users' lives better. We are building the future, today.
About The Role
As a Customer Operations Specialist (Ninja), you'll have the unique opportunity to directly impact the core of our operation. You will be in
direct contact with our
users, responsible for executing cross-border transactions and resolving complex queries.
This role is critical for service continuity, and we demand an
agile, results-oriented (
KPIs) mindset to handle the operational peaks with precision.
Being a
Ninja means being the
backbone of our operations and the
human face of our technology. In a
24/7 fintech environment, your role is crucial to ensure that, even during periods of high traffic or operational peaks, every user receives a
Magical Experience in line with our high standards.
Responsibilities (Your Direct Impact)
- Provide exceptional support to users and partners via chat. You must be agile and possess a high capacity for multitasking to manage multiple concurrent interactions without compromising quality.
- Execute cross-border transactions, resolve queries, and ensure that service meets our speed KPIs (FRT, AHT) and quality KPIs (CSAT, QA).
- Maintain service continuity during work peaks and weekends. Your availability and scheduling flexibility are essential to cover the 24/7 window.
- Be the voice of the customer; collect frontline information and convert it into actionable insights for the Technology and Product teams.
- Ensure accurate documentation of every interaction and escalate complex issues to Tier 2 / Level 3 (e.g., fraud, compliance) by coordinating with other departments.
Requirements (What We're Looking For)
- We seek a dynamic, curious, and highly adaptable profile that loves working under metrics.
- Minimum one year of experience in customer support roles or in the remittance/financial services industry.
- Proven multitasking capability to handle a high volume of concurrent interactions and meet KPIs (e.g., FRT and AHT).
- Total availability and openness to work rotating shifts (morning/afternoon/night) and weekends to cover operational peaks.
- Familiarity with ticketing tools (Zendesk, Intercom, or similar) and proficiency in G Suite (Excel / Spreadsheets).
- Intermediate/advanced level of English (oral and written), as internal communication is key.
What We Offer (Competitive Compensation)
- $16,000 MXN gross monthly.
- Performance bonus.
- Opportunities for development and growth in a dynamic Fintech environment.
- IMSS, Infonavit, and all benefits of Mexican Law.
- Medical Service.
- Access to unlimited Udemy licenses.
- 100% remote work environment.
Equal Opportunity Employer
At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.
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