About Aplazo

Aplazo is Mexico’s leading “buy now, pay later” platform, giving consumers flexible, transparent payment solutions while helping merchants grow their sales. We’re a fast-growing Series B fintech backed by top global investors, combining technology, data, and design to redefine financial access.

Role's Mission

The Support Operations Analyst owns complex escalated cases from first contact to full resolution.This role continuously monitors support data and conversations to detect failure patterns before they scale, and when something breaks, the job is to diagnose the root cause, and ensure a solution. You will design the operational fixes — or automations — that make the problem go away instead of just handling it one ticket at a time, translating the user's voice into evidence that Product, Risk, and Engineering can act on. This is an entry point into Aplazo's Operations organization, built for someone who wants to learn the business from the ground up.

Key Responsibilities

CASE OWNERSHIP & ROOT CAUSE ANALYSIS

• End-to-end case ownership — Take full accountability for high-impact or complex escalated cases from the moment they are detected until they are completely resolved, coordinating with internal teams and ensuring frontline agents successfully close the loop with the user.

• Monitor support data continuously — Track quantitative signals (volumes, metrics, response times) and qualitative signals (user messages, ticket content) to catch failure patterns as they emerge, not after they've piled up.

• Diagnose root cause, not symptoms — Go beyond the individual complaint to find the underlying product bug or inefficient process generating it.

PROCESS OPTIMIZATION & AUTOMATION

• Design operational fixes — Turn a diagnosed problem into a clear, logical workflow that removes the friction at its source.

• Propose automations — Identify which fixes can be automated in internal tools or databases, and propose the automation that cuts operating cost and speeds up resolution.

AGENT ENABLEMENT & USER FOLLOW-UP

• Build support flows and Knowledge Base content — Design the documentation frontline agents use during incidents or new launches, so they're never improvising.

• Enable effective, empathetic follow-up — Define and monitor the communication strategy so agents can track the resolution of a case and deliver a flawless, high-touch response to the user across every channel.

Requirements

Must Have

• Customer obsession and accountability — a genuine interest in connecting what hurts the user with what the data tables say, combined with a strong sense of ownership to follow through on problems until they are 100% solved.

• Education: completed (or final-semester) degree in Engineering, Mathematics, Economics, Data, or Business Administration, with an analytical focus.

• Problem-solving mindset — strong logical ability to break a complex problem into simple, structured, replicable solutions.

• Data skills: intermediate proficiency in Excel/Google Sheets, plus basic knowledge of or strong interest in learning SQL/Python for analysis and process automation.

• Effective communication — able to structure ideas, present data-backed findings clearly, and collaborate with cross-functional teams.

Must Have

• Basic knowledge of SQL queries or simple automation scripts.

• Familiarity with AI tools (Claude, ChatGPT, or similar) — not just as a search, but as a working tool to speed up analysis, structure findings, or prototype process automations.

• Prior experience through university projects, internships, or bootcamps related to data analysis or process improvement.

Languages

• Spanish — native / advanced (required)

• English — advanced (able to read technical documentation, communicate with cross-functional teams, and understand product terminology)

What Success Looks Like

• There is full command of Aplazo's internal support data ecosystem — anomalies and bugs are being caught autonomously before they escalate in volume.

• High-impact escalations are managed with absolute end-to-end traceability, showing a high resolution rate and seamless coordination with frontline agents.

• At least two process improvements or database automations have been successfully implemented, reducing response time or user contact rate.

• A structured, reliable feedback channel now feeds Product with actionable insights drawn directly from support-side user behavior.

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Aplazo does not discriminate on the basis of race, religion, skin color, sex, gender, age, ethnic or national origin, marital status, disability, social or economic status, sexual preferences, or any other condition or characteristic. Selection is based solely on the qualifications and merits of the candidates.