Customer Support Associate - Empower Mx

Join the Tilt team

At Tilt (formerly Empower), we see a side of people that traditional lenders miss.

Our mobile-first products and machine learning-powered credit models look beyond outdated credit scores, using over 250 real-time financial signals to recognize real potential.

Named among the next billion-dollar startups, we're not just changing how people access financial products — we're creating a new credit system that backs the working, whatever they're working toward.

The opportunity : Customer Support Associate

México was Tilt's first market outside the US.

Launched in 2022, we've already helped thousands of customers access fair credit in moments of need — using alternative data and technology to serve those often overlooked by traditional lenders.

We're scaling rapidly and preparing to launch new products that will expand our reach and deepen our impact across the country.

We are looking for a Customer Support Associate in Mexico.

You will be supporting our customers by providing customer-focused assistance, handling customer inquiries on a daily basis, and helping with enhancing the customer experience at Empower MX.

In addition, you will escalate leading trends and drivers and engage proactively with the team to help with improving both the product and the customer experience.

You will work as part of a small cross-functional team within the company that is exclusively dedicated to the Mexico operation.

Tilt / Empower MX is a remote-first company.

We drive connectivity through regular company offsites.

Travel for company offsites is expected at a minimum 2 times a year.

How you\'ll make an impact

Work on the frontline of the business : support calls, chat, and emails from our users

Resolve a customer\'s issue with active listening and knowledge of our products and services

Become knowledgeable of any pain points in Customer Support that our customers or team members are experiencing

Advocate for customers from within the organization and drive changes that can improve their experience

Create a seamless support experience for our customer base

Why you\'re a great fit

Fluent written and verbal communication in both Spanish and English

Work authorization in Mexico

A BA / BS degree, 6+ months in a customer support role (a plus if within a fintech company)

Excellent verbal and written communication skills with the ability to explain complex topics in easily understood, concise language

Demonstrated passion for the customer experience and the ability to solve problems with a short turnaround time for customers while maintaining a high level of empathy

Ability to communicate cross-functionally and globally

Availability on weekends (Saturdays) and some holidays

A strong plus if you :

Have expertise in Zendesk

Are familiar with the Mexican customer and have a basic understanding of the Mexican payments and financial environment

Don't meet every qualification?

We care about potential over your past.

If you\'re bringing ambition and drive to what we\'re building, we want to hear from you.

What you\'ll get at Tilt

Virtual-first teamwork :

The Tilt team is collaborating across 14 countries, 12 time zones, and counting.

You'll get started with a WFH office reimbursement.

Competitive pay :

We\'re big on potential, and it\'s reflected in our competitive compensation packages and generous equity.

Complete support :

Find flexible health plans at every premium level, and substantial subsidies that stand up to global standards.

Visibility is yours

: You can count on direct exposure to our leadership team — we're a team where good ideas travel quickly.

Paid global onsites

: Magic happens IRL : we gather twice yearly to reconnect over shared meals or kayaking adventures.

(We've visited Vail, San Diego, and Mexico City, to name a few.)

Impact is recognized

: Growth opportunities follow your contributions, not rigid promotion timelines.

The Tilt Way

We\'re looking for people who chase excellence and impact.

Those who stand behind their work, celebrating the wins and learning from the missteps equally.

We foster an environment where every voice is valued and mutual respect is non-negotiable — brilliant jerks need not apply.

We\'re in this together, working to expand access to fair credit and prove that people are incredible.

When you join us, it\'s not just another day at the [virtual] office, you\'re helping millions of hardworking people reach better financial futures.

You're pushing ahead in your career?

We can get behind that.

Join us in building the credit system that people deserve.

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