Responsabilidades
- Execute daily card operations (blocked accounts, failed deliveries, payment reconciliations, stuck applications).
- Resolve cases end-to-end—handling both customer communication and backend/operational fixes while maintaining clean, auditable records.
- Reconstruct user timelines across systems (application, card, transactions, payments) to identify root causes.
- Detect irregularities (fraud signals, broken flows, provider issues) early and escalate with evidence and hypotheses.
- Collaborate with internal AI agents for triaging, drafting, summarizing, and data retrieval; critically audit outputs for accuracy.
- Continually refine prompts, macros, and knowledge sources for AI agents, identifying new opportunities for process automation.
- Quantify contact drivers and present recurring issues to Product, Risk, and Engineering.
- Build and maintain runbooks, help articles, and macros; gain proficiency in internal tools, SQL queries, and operational scripts.
- Spot cross-system dependencies and translate product/risk decisions into clear Spanish communication for customers.
Requisitos
Fluent written Spanish and working English (for tools, documentation, and team communications).
Deep curiosity and drive to investigate complex issues beyond initial requests.
Familiarity with spreadsheets, dashboards, internal admin panels, API responses, query logic, and log files.
Practical experience leveraging AI tools (e.g., ChatGPT, Claude, Copilot, n8n) for task execution, prompt iteration, and output validation.
Resourceful approach to exhausting self-serve troubleshooting options before escalating with detailed context.
Meticulous care with financial and personal data, combined with sound judgment on sensitive cases.
Comfort operating in an ambiguous, fast-evolving startup setting.