VP of Customer Success Operations at Felix Technologies, Inc.

About Us
At Félix, we're building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances. Our core product is an AI-powered chatbot built on WhatsApp, allowing our users to send money home as easily as sending a text message. We leverage cutting-edge technology like AI, blockchain, and stablecoins to make cross-border payments faster, more affordable, and more accessible than ever before.
We are a hyper-growth Series B company, backed by over $100 million in funding from top-tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and General Catalyst Customer Value Fund. This isn't just about the numbers; it's a testament to the trust our investors have in our vision and our team. Additionally, Félix was selected as an “Endeavour Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high-performers, united by our shared obsession with a single goal: empowering our customers. We are all owners of Félix, driven by a bias for action and a true experimentation spirit to get shit done with urgency and focus.
Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long. We are a team that is fiercely loyal to each other, where radical transparency and constructive feedback are how we grow and push for excellence. We are bold, we care less about what others are doing, and more about creating sustainable value and a product that truly makes our users' lives better. We are building the future, today.
About the Role
We are looking for a VP of Customer Success Operations to bridge the gap between hyper-growth and world-class service. This is a high-impact, high-visibility executive role reporting directly to our Co-Founder and COO, Bernardo Garcia. Your goal is simple but audacious: scale our support team from 100 to 1,000+ members while improving the quality and delivering a "Platinum" tier experience—defined by speed, proactive resolution, and deep cultural empathy—all within the WhatsApp ecosystem. This is a distributed organization where 100% of customer interactions occur via chat, where you will need to balance the automation required for scale with the high-touch empathy required for trust.
We don't view Customer Support as a back-office function; we view it as our Intelligence Engine. As a WhatsApp-native platform, our CX team is the first line of communication and the ultimate guardian of our brand. You will ensure that the 'eyes and ears' of the company are not just listening, but translating raw conversation into the strategic pulse that moves the entire organization.
Responsibilities

• Scale the Machine: Design and execute the roadmap to grow our global support footprint (internal and BPO) by 10x without sacrificing quality or culture.
• The “Platinum" Standard: Define and implement service standards that go beyond resolving tickets. You will instill a culture of hospitality, anticipating user needs before they are articulated.
• WhatsApp Optimization: Partner with Product and Engineering to optimize the support experience, leveraging AI and automation to provide team members with the tools to focus on complex, high-emotion cases.
• Community Advocacy: Oversee community operations to turn our user base into a self-sustaining ecosystem of advocates, ensuring the voice of the customer drives our product roadmap.
• Operational Excellence: Own the P&L for support operations. Implement robust QA frameworks, real-time workforce management, and Voice of the Customer reporting that provides actionable insights to the entire organization.
• Intelligence Reporting: Beyond basic metrics, you will develop pulse reports that identify emerging market trends, UX friction points, and localized cultural nuances that data alone might miss.
• Proactive Problem Discovery: Empower the team to move from answering questions to identifying bugs. You will build the process that allows a frontline agent to trigger a product fix or a marketing pivot based on real-time sentiment.
• High-Stakes Communication: Manage the internal crisis communication flow, ensuring that when the frontline hears a rumble, the C-suite hears the signal immediately.

Requirements

• 12–15+ years of experience in Operations, Customer Experience, or Community Management, with at least 5–7 years in a high-level leadership role (Director or VP) managing multi-layered organizations.
• Education: A Bachelor’s degree in Operations, Business, Engineering, or a related field. An MBA is a plus.
• Proven "Scaler" Track Record: You have successfully led a support or operations organization through a massive headcount expansion (e.g., 100 to 500+ members).
• FinTech or High-Stakes Domain Expertise: Deep understanding of the complexities of financial services, including KYC, fraud prevention, and the high-trust requirements of handling user funds.
• The Hospitality Mindset: A background in (or obsession with) high-end service industries. You understand that "Platinum" service is about trust and prestige, not just speed.
• Data-Driven Architect: You are an expert in CX metrics (CSAT, NPS, AHT, SLAs, FRT) but possess the intuition to seek the "ground truth" by listening to customer calls and looking past the dashboard.
• The "Translator" Ability: Demonstrated success in taking qualitative human feedback and converting it into a prioritized, actionable product roadmap. You speak "Customer," "Product," and "Data" fluently.
• Extreme Ownership: A history of owning a P&L and making difficult resource allocation decisions that balance cost-efficiency with Customer Obsession.
• Chat-support experience: Proven experience leading large-scale, distributed teams. You have a deep understanding of how to drive engagement, culture, and performance in an environment where all customer communication is handled via chat, rather than traditional phone or email channels.
• CRM/Data Tools: Expert-level knowledge of the modern CX stack (Zendesk, Salesforce, Kustomer) and data visualization tools (Looker, Tableau) to turn those "eyes and ears" data into reports.

What We Offer

• Competitive salary
• Initial stock options grant
• Annual performance bonus
• Health, dental, and vision plans
• Remote work environment, although we have offices in Miami and México City and would love to work in hybrid model if you are up to it.
• Continuous learning opportunities
• Unlimited 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.
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