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 Tier 3 Users Support Agent is APLAZO's bridge between frontline support (Tier 1) and Engineering and Product. This role owns the most complex, judgment-intensive cases end-to-end — from investigation in logs, data tables, and internal tools, to a clear diagnosis engineers can act on immediately. Beyond executing existing playbooks, this person identifies why cases are breaking at the root cause, proposes the fix, and — critically — turns that resolution into documented knowledge: every solution that can be replicated gets written down as a process, and every process that can be automated gets automated, using AI and internal tools. This role doesn't just solve the case in front of it; it makes sure the same case never needs a Tier 3 agent again.
Key Responsibilities
CASE INVESTIGATION
Investigate cases at the data level — Analyze system logs, response payloads, and internal data tables using tools like Michelangelo and KYC verifiers to understand what actually happened, not just what the user reported.
Query internal data directly — Use SQL to trace user, transaction, and payment records across internal tables instead of waiting on another team to pull the data.
Replicate and isolate root cause — Reproduce failures and pinpoint the underlying issue — API limits, timeouts, malformed payloads — before it ever reaches Engineering.
Work cross-functionally to close the case — Partner directly with Product, Engineering, and Marketing to land the right fix, not just the fastest one.
CASE OWNERSHIP, END TO END
Own escalated cases from all channels — Resolve the most complex cases from chat, social media, and app reviews — end to end.
Hand off clean, engineer-ready tickets — Document findings so precisely that Engineering can act immediately, without needing to reopen the investigation.
Adjudicate justified exceptions — Evaluate and approve exceptions to standard policy when the situation warrants it, with full traceability of the reasoning behind each decision.
Handle maximum-risk and reputational cases — Own cases involving complex fraud, regulatory complaints (e.g., CONDUSEF), legal exposure, press visibility, or VIP accounts.
DOCUMENTATION, PROCESS DEFINITION & AUTOMATION
Document every resolution as a repeatable process — Write down the diagnosis and the fix in a form Tier 1 can follow on their own — this is not optional cleanup, it's the deliverable that makes the case count.
Turn one-off fixes into defined processes — Whenever a resolution is replicable, formalize it into a clear, step-by-step process so it stops requiring Tier 3 judgment and becomes something Tier 1 owns directly.
Automate what can be automated — Identify which documented processes are rules-based enough to automate, and build or drive that automation using AI tools and internal platforms (e.g., Retool) — the goal is fewer cases reaching a human at all.
SENSITIVE OPERATIONS & RISK VALIDATION
Cross technical data with identity validation — Combine log-level findings with KYC and identity checks to safely authorize the release of blocked profiles.
Manage the most sensitive processes — Own credit line increases, phone number changes, banned account reviews and unban decisions, delivery flow resets, and manual APLAZO points refunds — with full case traceability.
Requirements
Must Have
Customer obsession — genuine concern for the user's experience and full commitment to unblocking them with empathy and speed.
Experience: 1–2 years in support roles (Tier 2/3), User Ops, or Support, ideally in fintech or e-commerce.
SQL: basic — comfortable writing SELECTs, joins, and lookups against internal tables.
Log and data reading — analytical ability to interpret linear logs and identify error codes in formats like JSON.
Tool adaptability — comfortable navigating Retool, CRM platforms (Kustomer/Zendesk), and using AI tools (ChatGPT/Gemini) as part of the daily workflow, including for building or supporting automations.
Process mindset — able to turn a one-off resolution into a clear, written, repeatable process, and to spot which processes are worth automating.
Soft skills: strong analytical thinking; clear written communication that documents cases and processes without ambiguity; works independently with full ownership through to resolution; comfortable giving structured feedback to peers.
Nice to Have
Languages
Spanish — native / advanced (required)
English — basic to intermediate (focused on reading technical documentation, logs, and tools)
What Success Looks Like
Resolution of complex support cases has scaled up, without a proportional increase in headcount, because more of it lives in documented process rather than in one person's head.
Support escalations arrive at Engineering pre-diagnosed, with clean, actionable tickets — not raw complaints.
A visible share of previously manual, judgment-heavy cases have been documented into defined processes and, where possible, automated — measurably shrinking the set of cases that require a human at all.
Full autonomy using internal tools (Michelangelo, KYC verification, internal databases) to diagnose complex cases without external help.
Zero security or fraud gaps in the release of sensitive profiles, thanks to a rigorous technical and identity validation process.
Tier 1 case quality has measurably improved, evidenced by fewer re-escalations and stronger QA scores, driven by the well-defined processes Tier 3 has put in place.Pro Tip:
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Personal data collected during the recruitment process will be processed in accordance with the Privacy Notice of Aplaz, S.A. de C.V. (“Aplazo”), available at our Privacy and Policy Notice.
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.
