CX Team Lead
CX Team Lead
You'll own agent performance, quality, and coaching for the CX team at one of Mexico's fastest-growing fintechs.
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.
About Nelo
Nelo is a leading consumer fintech and e-commerce platform in Mexico, with >$500MM in annualized GMV and >$75MM in annualized revenue. Our mission is to increase the buying power of consumers in Latin America, and we are doing so by building a modern alternative to credit cards. Nelo has raised over $40M of venture capital from investors including Homebrew, Two Sigma Ventures and Susa Ventures.
Nelo has additionally raised a $100M asset credit facility from Victory Park Capital. Our lean team includes experienced leaders from top technology companies including Uber, Amazon, Rappi, and DiDi. We pride ourselves on our velocity, intellectual rigor, and efficiency. Nelo has offices in Mexico City and New York City.
What you'll work on
You'll take over day-to-day functional supervision of CX agents across Tier 1 and Tier 2. That means structured 1:1s, coaching conversations, and being the first escalation point when an agent doesn't know how to handle a case.
Quality. Nelo uses AI-generated CSAT scores, sentiment analysis, and BLAST scoring to evaluate agent performance. You'll own the QA cadence: sampling tickets, calibrating agents against quality standards, and running performance improvement plans when someone is falling behind.
New agent onboarding is frequent. The team has grown significantly in the last six months. You'll own the onboarding playbook, define ramp milestones, and track how fast new hires reach full productivity.
You're the person closest to how agents experience their day-to-day work. When scheduling friction, tooling gaps, or workload imbalances come up, you surface them clearly to the CX Manager with data and context so she can adjust the staffing model.
You'll pull your own data. Nelo uses Metabase for dashboards and the CX team tracks metrics like first response rate, average handle time, tickets per hour, and agent-level quality scores. You're expected to build and maintain operational reports.
AI is a real part of how CX works here. Nelo's support bot handles a large share of tickets before they reach a human agent. You'll work with AI tools (Claude, internal automation) to improve agent workflows, QA processes, and training.
Why you should apply
You've had functional oversight of a frontline team and you've done the hard parts: giving difficult feedback, running coaching cycles, having the conversation when performance doesn't improve. You're not looking for your first leadership experience.
You're data-comfortable. You don't need to be a SQL expert, but you can navigate a BI tool (Metabase, Looker, Tableau) independently, build a report, and use numbers to make coaching decisions. If you've never pulled your own metrics, this role will move too fast for you.
You care about operations as much as people. You're the kind of person who notices when an SOP is outdated, when a workflow has an unnecessary step, or when a training module doesn't match how the product actually works. And you fix it without being asked.
You're curious about AI tools and use them to work faster. At Nelo, every team uses AI. CX is no exception. You should be someone who opens Claude to draft a QA rubric or test a workflow before building it manually.
Why you should NOT apply
You see this as a stepping stone and plan to delegate operations quickly. There is no one to delegate to. You are the operations layer. If running 1:1s, reviewing tickets, and managing coaching cycles feels like work you want to grow out of fast, this isn't the right role.
You need polished systems handed to you. Some processes exist. Some don't. The onboarding playbook needs rebuilding. The QA cadence needs structure. You'll inherit a team that works hard but needs a more systematic operating rhythm.
You avoid difficult conversations. Half of this job is telling people what they need to hear, backed by data, in a way that helps them improve. If you tend to avoid confrontation or sugarcoat feedback, the team will plateau.
You're not comfortable with ambiguity in scope. The split between what the CX Manager owns and what you own will evolve. In the first 90 days, you'll be figuring that out together. If you need a rigid job description to function, this will feel uncomfortable.
You think AI tools are a gimmick. The CX team uses AI for scoring, routing, QA, and workflow automation. If you're skeptical about using LLMs in a support operation, you'll be fighting the culture instead of contributing to it.
How we work
~60 people total at Nelo. The CX team is one of the largest and still growing.
CX agents work remotely from the Mexico City office. This role is expected to be in-office ~80% of the time. Our office is in front of la Fuente de Cibeles in Roma Norte.
The team uses Kustomer for ticketing, Metabase for dashboards, Slack and Linear for internal communication, and Claude as part of the daily workflow.
Interview process
Intro call
Business case.
On-site interviews
Background & References Check
Offer
Compensation & benefits
Competitive salary and equity
100% medical, dental, and vision coverage
Unlimited PTO
Extended parental leave
A note from the CX Manager:
The difference between an average CX team and a great one is small, and it shows up in the details. This role is about caring enough to notice those details, in conversations, in performance, in how agents think and make decisions, and building the right systems to address them consistently.
CX is changing fast. AI is already handling a big part of the operation, which means the work that reaches humans is more complex, more ambiguous, emotionally loaded and requires better judgement not just better SOP’s.
Your job will be to help our agents to operate at that level, connecting context and guiding the team into making better decisions for the user. We’ll have fun!