Customer Support Specialist — B2B Payments

Customer Support Specialist — B2B Payments

Location: Mexico — Remote or hybrid (Mexico City, Guadalajara, or Monterrey)

Employment Type: Full-time

Languages: Fluent English and Spanish required; Mandarin is a plus

About VelaFi

VelaFi is a B2B cross-border payments and stablecoin financial infrastructure company connecting Latin America, the United States, and Asia. We combine local payment networks, global payment infrastructure, and blockchain technology to help businesses collect, move, convert, and settle funds more efficiently.

About the Role

We are looking for a proactive, detail-oriented Customer Support Specialist to support our business customers throughout their experience with VelaFi. You will help resolve onboarding, payment, and platform-related issues, coordinate with internal teams, and keep customers informed from initial inquiry through resolution.

The ideal candidate combines strong customer service skills with payment knowledge, technical curiosity, and practical experience using AI tools to improve productivity. You will also help turn recurring customer issues into improvements to our knowledge base, workflows, and products.

What You’ll Do

• Support business customers: Handle inquiries in English and Spanish through chat, email, and ticketing systems, covering business onboarding and KYB documentation, incoming funds, cross-border payments, currency conversion, transaction status, and stablecoin transfers.
• Own cases through resolution: Proactively update customers, prioritize issues based on urgency and financial or business impact, and coordinate timely escalation and follow-up.
• Investigate payment and technical issues: Gather transaction IDs, payment confirmations, error messages, and reproduction steps. Use available system records to conduct initial troubleshooting and provide clear, complete escalation details to Operations, Treasury, Compliance, or Engineering.
• Use AI and improve workflows: Use company-approved AI tools for knowledge retrieval, case summaries, response drafting, and issue analysis. Verify outputs, take responsibility for customer-facing responses, and identify opportunities to automate repetitive tasks.
• Improve documentation and customer experience: Maintain help articles, FAQs, and internal guides. Identify recurring issues and work with Product and Operations to address their underlying causes.
• Maintain service quality: Coordinate effectively across teams in Latin America, the United States, and Asia, ensuring clear handoffs. Help improve response times, resolution times, accuracy, and customer satisfaction while protecting customer information.

What You’ll Bring

• 2–5 years of experience in customer support, customer operations, or payment operations, preferably within fintech, payments, or financial services.
• Fluent written and spoken English and Spanish, with the ability to independently handle customer conversations, explain complex issues, and collaborate across regions.
• Experience managing complex cases, communicating calmly under pressure, and driving resolution even when information is incomplete.
• An understanding of payment processes and customer verification requirements, including the ability to track transaction status, verify information, and identify appropriate escalation paths.
• Practical experience using AI tools to improve research, problem-solving, customer communication, or daily workflows, with the judgment to verify their outputs.
• Familiarity with Zendesk, Intercom, Freshdesk, or similar customer support platforms, including case documentation, prioritization, and follow-up.
• Strong technical aptitude and the ability to learn new products, interpret system messages, and translate customer issues into actionable troubleshooting information.
• A proactive, accountable approach and the ability to balance speed, accuracy, and customer experience in a fast-moving environment.

Nice to Have

• Experience supporting B2B customers, cross-border payments, local payment networks such as SPEI, or stablecoin services.
• Familiarity with wallet addresses, blockchain networks, transaction hashes, and blockchain explorers.
• Hands-on experience configuring support chatbots, maintaining knowledge bases, or building workflows with tools such as n8n, Make, or Zapier.
• The ability to interpret basic API errors or use Excel, Google Sheets, SQL, Metabase, or similar tools to investigate support and transaction issues.
• Mandarin proficiency to support collaboration with teams in Asia.

Why Join VelaFi

Work with an international team solving real business payment challenges across markets. You will gain hands-on exposure to cross-border payments and stablecoin infrastructure while directly contributing to better customer experiences, smarter workflows, and more effective support operations.