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NeloCX Team Lead
senior
via Ashby
About this role
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…
What we'd score you on
reqspace match rubricFive dimensions, recruiter-grade. Upload your resume and we'll generate a written explanation of where you fit and where the gaps are.
1
Skills match
For this role: sql, tableau, looker, metabase, sigma…
2
Level fit
This role is senior-level. We check your trajectory against it.
3
Domain experience
Your work in the role's domain matters more than your years total. We weight recent and direct experience.
4
Recency
A skill you used last quarter weighs more than one from five years ago. We grade on recency, not lifetime.
5
Location fit
This role is based in a specific location. We weight your proximity and willingness to relocate.
Score yourself on this role.
Free · no card · written explanation included
Skills in this role
Pulled from the job description. These are the keywords we'll weight when scoring your fit.
sqltableaulookermetabasesigmaclaudelinearslacksplit