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Ops & Servicing Lead

2 meses atrás

São Paulo Brazil, BR Credix Tempo inteiro

About Credix

Credix is a FinTech company pioneering two groundbreaking initiatives aimed at growing businesses in Latin America through embedded finance. We launched as a leader in decentralized finance (DeFi) connecting global institutional investors with credit fintechs in emerging markets. Now we're extending our mission by offering a tailored Buy Now Pay Later (BNPL) solution for B2B transactions in Brazil called CrediPay. Our platform empowers businesses to streamline their purchasing processes, improve cash flow management, and foster strong supplier relationships.


Why choose Credix?

  • Become part of a forward-thinking start-up where boldness and a commitment to excellence are paramount and where your personal and professional development is at the forefront.
  • Work alongside a dedicated team of bright individuals driven by an Olympian mindset to excel in every aspect of our operations.
  • Together we aim to build with velocity utilizing innovative embedded finance strategies to expand business operations in Latin America.
  • Experience a close and supportive work atmosphere where collaboration thrives, wise judgment guides our decisions, and you can learn, grow, and take on meaningful responsibilities.


As the Customer Support Ops person at Credix, you will play a pivotal role in bridging the experience between our business customers and our products. You will help enhance our automated customer support framework as we grow. You will oversee operations that ensure a smooth repayment process, collaborating closely with the Product, Risk & Data, and Engineering teams. Additionally, you will develop and manage loan collections and recovery processes. We are looking for a self-starter who excels at problem-solving, communicates clearly and empathetically, and learns quickly. You will take a first principles approach and develop innovative repayment strategies.


Qualifications

  • 5+ years of experience in a similar Customer Success, Business Operations, Collections, or Finance role, preferably within lending, payments, FinTech, and/or Fin Ops.
  • Advanced English and Portuguese (written and verbal) communication skills with the ability to clearly express strong critical thinking.
  • Passionate about the customer journey and willing to embrace a continuous improvement mindset, always seeking ways to optimize processes, improve performance, and innovate. You are open to feedback and willing to experiment with new approaches.
  • Deep curiosity and the ability to translate data into product-driven solutions.
  • Excellent problem-solving skills - able to quickly learn complex systems, break down problems, and develop rigorous and quantitative arguments to inform decision-making.
  • You are autonomous, proactive, and a fast learner.
  • Enthusiastic team player with a strong work ethic, entrepreneurial spirit, and ability to thrive in a fast-paced environment.


Responsibilities

  • Develop a strong understanding of our product suite and value proposition.
  • Act as the customer's advocate, addressing their questions about the application process and/or user journey.
  • Collaborate with Risk and Engineering teams to ensure a seamless customer lifecycle and user experience.
  • Improve the collections and recovery processes in partnership with cross-functional teams.
  • Design A/B tests and evaluate the performance of new collections and contact strategies that improve collections and recoveries while balancing customer experience
  • Coordinate KYB, KYC, and financial reviews on business customers.
  • You will work closely with Finance and Risk on our loan servicing and payment flows to ensure existing customers’ dynamic credit lines are responsibly monitored and adjusted.
  • Iterate over our systematic communications, knowledge center, and processes for our customers based on learnings from customer interactions.


What we offer

We believe that collaboration and team spirit thrive best in an in-office environment. Our office provides a vibrant and engaging workspace where team members can connect, innovate, and grow together. With access to our offices in Sao Paulo or Antwerp, you'll immerse yourself in a culture of innovation and collaboration. But that's just the beginning - here's what else we offer:

  • A culture of learning and experimentation: where you are encouraged to explore new ideas and technologies
  • Competitive salary package: Your hard work deserves recognition, and we ensure you're well-rewarded for your contributions.
  • Equity stock options plan: Be a part of our journey towards success and share in the rewards.
  • Paid holidays: Enjoy the flexibility to recharge and rejuvenate
  • Bi-annual off-sites: Awesome team building, unforgettable memories, and adventures ensured during our team off-sites.