Operations Team Leader

About Us

Félix is a chat-based platform that enables Latinos in the US to send money home, pioneering remittance services via WhatsApp. We combine Blockchain and Artificial Intelligence to disrupt how remittances are done today and build the future of cross-border payments.

By joining Felix you will be part of the most innovative company in the cross-border payment industry. We recently received investment from top VCs from Silicon Valley, Europe, and Latam, as well as we won Blockchain and AI innovation and application awards at the Wharton Business School. In 2024, Félix was one of the 12 companies selected as “Endeavour Entrepreneur” by its global network, and also a recipient of the CrossTech Fintech Startups Award. You will be joining the journey to build the financial platform and become a companion for the Latino community in the United States!

We're obsessed with our customers, and we're building a product that truly empowers them. We are a team of extremely talented high performers, loyal to each other, and committed to providing a magical experience to all our users. We're all owners, driven by a shared vision to create sustainable value. We move with urgency and focus, always striving for excellence and exceeding expectations.

As an Operations Guru, you will be responsible for overseeing and optimizing daily operations, ensuring smooth workflows, and driving performance within your squad. You will act as a leader, motivator, and problem solver, helping your team reach operational excellence while maintaining high customer service standards.

Each Operations Guru will manage a squad of 10-15 agents, ensuring they meet their performance targets and deliver high-quality service.

To be successful in this role, you must be proactive, results-driven, and an effective communicator with a deep understanding of operational efficiency and customer service.

Responsibilities

Daily Operations Management

• Conduct daily standups to align squads on objectives and challenges.
• Identify and address squad blockers to ensure seamless execution.
• Share squad learnings and best practices for continuous improvement.
• Set and oversee daily objectives for team members.
• Monitor daily queues and ensure optimal task distribution.
• Identify bad practices and document them for process improvement.
• Ensure all escalated chats are resolved and no unresolved tickets remain in the queue.

• Set and track individual goals for each squad member.
• Ensure all set goals are met and provide support where needed.
• Monitor check-in and check-out times to maintain productivity.
• Track CSAT scores and Net Promoter Score (NPS) for operator interactions.

Requirements

• 2+ years of experience in an operations, customer service, or team leadership role.
• Strong leadership and team management skills, with experience managing a team of 10-15 agents.
• Excellent problem-solving abilities, with a proactive approach to addressing operational challenges.
• Strong analytical skills with the ability to track performance metrics and drive improvements. Raise KPIs correlation hypothesis analyzing massive data.
• Experience with customer satisfaction metrics (CSAT, NPS) and operational KPIs.
• Ability to conduct daily standups, monitor queues, and manage escalations effectively.
• Excellent communication skills, both written and verbal, with the ability to provide constructive feedback.
• Familiarity with customer support tools and platforms (e.g., Zendesk, Intercom, or similar systems).
• Ability to work in a fast-paced environment, adapting quickly to changes and new challenges.

What We Offer

• Competitive salary
• Initial stock options grant
• Annual bonus based on performance
• Remote work environment
• Flexible PTO
• Paid parental leave
• Empowering opportunities for growth in a dynamic entrepreneurial environment

Equal Opportunity Employer

At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.