About the job
Join Our Team as a Bilingual Product Operations Associate!
Location: Fully Remote
About AiPrise
AiPrise is an innovative, Y-Combinator backed global compliance platform dedicated to transforming how businesses verify identities and manage compliance. Through our advanced AI-driven fraud detection, seamless orchestration, and robust local data integrations, we empower fintechs, banks, and enterprises to enhance their onboarding processes, ensuring they are both safer and smarter.
Role Overview
We are seeking a dynamic Bilingual Product Operations Associate fluent in Spanish and English to be the first point of contact for our customers. In this role, you will assist in resolving customer issues, guide users through our platform, and guarantee an exceptional user experience. Collaborating closely with our product, engineering, and customer success teams, you will play a crucial role in amplifying customer feedback and driving improvements.
Key Responsibilities
Deliver responsive, empathetic, and technically proficient product support to our diverse users via email, chat, and occasional video calls.
Diagnose and assist users with technical challenges pertaining to the AiPrise dashboard, SDKs, APIs, and integrations.
Serve as a vital link between customers and our technical team, escalating bugs and feature requests as needed.
Ensure comprehensive and organized documentation for internal processes and customer knowledge bases.
Track customer inquiries and maintain service level agreements (SLAs) to ensure prompt resolutions and high satisfaction.
Contribute to the enhancement of processes, documentation, and operational scalability.
Collaborate with product and engineering teams to perpetually refine the customer experience.
Ideal Candidate Profile
Technologically adept with a solid understanding of APIs, SDKs, and developer documentation (experience in a SaaS or developer tools environment is a plus).
Fluent in both English and Spanish (written and spoken) is essential.
Residing in Mexico or a similar timezone to optimize collaboration with our global clientele.
A strong communicator who prioritizes customer satisfaction.
Organized and self-driven, capable of multitasking effectively.
Prior experience in technical support, particularly in a B2B SaaS or fintech context, is advantageous.

