Job Description
Product operations associate (Bilingual – Spanish & English)
Location: Remote
About AiPrise
AiPrise is a Y-Combinator backed global compliance platform that helps companies verify identities and businesses through a combination of AI-powered fraud detection, orchestration, and local data integrations. We work with fintechs, banks, and enterprises across the world to make onboarding safer and smarter.
Role Overview
We’re looking for a bilingual (Spanish & English) Product Operations Specialist to join our growing team. You'll be the front line of communication for our customers—helping resolve issues, guide users through our platform, and ensure a high-quality experience. You’ll work closely with our product, engineering, and customer success teams to ensure customer feedback is heard and acted on.
- What You’ll Do
- Provide responsive, empathetic, and technically accurate product support to our global users via email, chat, and occasional video calls
- Troubleshoot and guide users through technical issues related to the AiPrise dashboard, SDKs, APIs, and integrations
- Act as a liaison between customers and our technical team to escalate bugs or feature requests
- Maintain clear and structured documentation for internal processes and customer knowledge bases
- Monitor customer queries and maintain SLAs, ensuring timely resolution and customer satisfaction
- Contribute to improve processes, documentation, and operational scaling
- Collaborate with product and engineering teams to continuously improve the customer experience
- Who You Are
- Tech-savvy and comfortable navigating APIs, SDKs, and developer documentation (bonus if you’ve worked in a SaaS or developer tools environment)
- Fluent in English and Spanish (written and spoken)
- Based in Mexico or a similar timezone for optimal overlap with our global customer base
- Strong communicator with a customer-first mindset
- Organized and self-motivated with the ability to manage multiple requests simultaneously
- Prior experience in technical support, ideally for a B2B SaaS or fintech company, is a plus
- Bonus Points
- Experience with support tools like Zendesk, Intercom, or Freshdesk
- Familiarity with compliance or identity verification platforms
- Basic troubleshooting skills with tools like Postman, browser dev tools, etc.
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