Lendable
Lendable
Lendable is a consumer finance and fintech company focused on making personal borrowing more transparent and accessible. Its loan management platform lets customers review their potential rates before applying, without affecting their credit score, and may provide same-day access to funds. Lendable offers personal loans from £1,000 to £25,000 with flexible repayment options, while emphasising clear information, responsible lending, customer safety and FCA compliance.

Support & Operations Analyst, Mexico City (Hybrid)

Support Lendable’s Mexico credit-card operations from its Mexico City hybrid team. Investigate customer issues, operational queues, AI-assisted workflows, and payment problems across systems.

Description

  • Manage daily queues for blocked accounts, failed card deliveries, payment reconciliation, and stalled applications
  • Resolve customer cases from initial contact through backend or operational closure
  • Maintain accurate queues and auditable decisions, escalating cases when needed
  • Investigate dashboards, internal tools, customer records, and timelines spanning multiple systems
  • Spot fraud indicators, broken workflows, and provider failures, then escalate with supporting evidence and hypotheses
  • Use AI assistants and internal agents for triage, drafting, summarisation, and data retrieval
  • Refine prompts, macros, and knowledge sources that support AI agents
  • Assess which recurring tasks are suitable for automation
  • Measure customer contact patterns and share findings with Product, Risk, and Engineering
  • Create and maintain runbooks, help content, and macros
  • Build familiarity with internal tools, SQL queries, and operations scripts to answer questions independently
  • Relate operational trends across systems and bring customer insights into product and risk decisions
  • Explain product and risk decisions in clear, customer-friendly Spanish

Requirements

  • Write excellent Spanish and communicate effectively in English
  • Bring strong analytical curiosity and investigate issues to their root causes
  • Work comfortably with spreadsheets, dashboards, internal admin panels, query and API responses, and log files
  • Have practical experience using AI tools such as ChatGPT, Claude, Copilot, or n8n in professional work
  • Iterate on prompts, evaluate AI output, and recognise the limitations of AI tools
  • Take initiative to solve problems independently before escalating
  • Handle people’s money and personal data with care and precision
  • Work effectively amid ambiguity and changing priorities in an early-stage team
  • Fintech, banking, lending, or payments operations experience is a plus
  • Basic SQL, scripting, Python notebooks, workflow automation, or small technical projects are a plus
  • Experience owning a support or operations process is a plus
  • Experience in a fast-growing startup or founding-team environment is a plus

Benefits

  • A flexible working approach tailored to the role
  • Private health coverage
  • Retirement savings plans
  • Employee referral programme with a competitive bonus
  • Stocked kitchen and complimentary lunches on in-office days at selected locations
  • Cycle-to-work and electric-vehicle salary-sacrifice schemes at selected locations
  • Social events and connection opportunities
  • Regular in-person socials and off-sites for fully remote employees

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