Customer Support Agent (Ninja)

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

At Félix, moving money across borders should feel simple, secure, and human. As a Ninja, you are at the heart of that mission. We are looking for someone who stays cool under pressure, thrives on solving financial puzzles, and understands that behind every transaction is a person counting on a solution. You won’t just be "support"; you’ll be the human face of our technology and the engine that keeps our 24/7 operations running at peak performance.

Responsibilities

• Craft Magical Experiences: Provide world-class support to our users and partners via chat, turning complex queries into fast, brilliant solutions.

• Master the Borders: Execute cross-border transactions with surgical precision, ensuring funds get exactly where they need to be, right on time.

• The Backbone of Continuity: Hold the line during operational peaks and all weekends. Your agility is what keeps our promise of "always-on" service.

• The Voice of the Customer: You’re on the front lines. You’ll transform everyday interactions into actionable insights for our Tech and Product teams.

• Strategic Problem Solving: Document every case with precision and know exactly when to escalate.

• Continuous Improvement: During your 3-month probationary period, you will be expected to master our processes, show extreme attention to detail, and prove you have the "Félix DNA" of getting things done.

Requirements

• Education: Recent graduate from a Finances, Business or related field. 

• Proven Experience: At least one year in customer support or the remittance/financial services industry.

• Availability: Total commitment to working every weekend (with two rest days during the week). Shifts are rotating; flexibility is non-negotiable. Financial magic never sleeps, and neither do we!

• Multitasking Mastery: Ability to juggle multiple chats without losing your human touch or missing a beat on your KPIs.

• Tech Savvy: Familiarity with ticketing tools (Zendesk, Intercom, etc.) and a pro-level comfort with G Suite.

• Bilingual Communication: Intermediate to advanced English (both written and oral) is key for our internal global collaboration.

What We Offer

• $16,480 MXN gross monthly + Performance Bonuses (We reward excellence!).

• Full Mexican Law benefits (IMSS, Infonavit).

• Medical Service via Sofia Salud (Note: This is a digital medical service for primary care, not a Major Medical Expenses Insurance/GMM).

• 100% remote work environment and unlimited access to Udemy licenses.

• Opportunity to develop within a hyper-growth Fintech dedicated to the financial empowerment of the Latino community.

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.

Want to learn more about our privacy practices? Check out our Privacy Policy.