Bridge - Operations Associate

Stripe

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. Bridge, a Stripe company, is a rapidly growing business and the number of developers integrating our APIs is growing quickly. We provide Slack-based support to our developers on a wide range of topics in close partnership with our internal engineering team. We’re a small but mighty team that’s expanding global coverage and is looking to make our first Product Support Specialists hires in Mexico City. ABOUT THE TEAM In this role, you’ll be working directly with developers integrating Bridge APIs and helping them resolve their issues. You will take ownership of complex, technical user issues and work across teams to resolve them. As part of the team, you’ll have a big impact to grow the Product Support operation and enhance various aspects such as capacity planning and forecasting, operational tools and systems, workflow optimization and automation, metrics and reporting, quality control, and more. WHAT YOU’LL DO Stripe is launching Stripe Delivery Centers - a brand new global team to design, implement and grow Stripe’s operations for the next decade. We are looking for dynamic and curious people that have a passion for solving global user issues, building operations, driving process improvements and want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe’s growth. If you like challenging, scaled problems and are an amazing teammate, we want to hear from you!   RESPONSIBILITIES * Analyze and troubleshoot complex technical issues through direct user interaction (Slack) and leveraging your knowledge of API documentation. * Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues. * Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics. * Lead continuous improvement initiatives aimed at hitting key performance metrics. * Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams. * Constantly challenge the status quo and push for innovation in user support strategies and operational processes.    WHO YOU ARE We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. MINIMUM REQUIREMENTS * 1-5 years of experience in a customer support role.  * You have a user first mindset and are energized by the challenge of solving difficult problems. * You have excellent communication skills, both written and verbally. * You excel in analytical thinking and problem solving. * You might have prior experience in customer service or internal/external user facing operations.d processes, you are an organized, self-starter with passion for finding solutions to our user’s challenges. * You have a process-oriented mindset and ability to get things done. * You enjoy working in an in-office environment with strong cross team collaboration and support. * You are able to prioritize and enjoy working in a quick-moving environment. * You are humble and have a proven track record for working well across teams and with external partners. * You're willing to periodically work a weekend day for which you will receive a weekday off; the SDC operates during daytime hours with shifts from the morning through early evening.  * Familiarity with SQL and ability to use template or premade SQL queries as part of investigations. * Prior experience with cryptocurrency support.

Stripe

WHO WE ARE ABOUT STRIPE At Stripe, our Mexico City office is a vibrant hub at the forefront of our mission to reshape the financial landscape for businesses worldwide. Our team prioritizes collaboration, innovation, and excellence. As a member of the Mexico City team, you'll be part of a mission-driven community dedicated to enhancing the global economy and increasing the GDP of the internet. We strive for excellence by creating with craft and beauty, while having fun and celebrating our successes together. We cultivate a culture of collaboration, inclusivity, and support where every team member's voice matters. Our commitment shines through as we handle over a million support cases each year, empowering our users not just to solve problems but to achieve their goals. ABOUT BRIDGE OPERATIONS AND THE TEAM As Stripe's user base and global footprint grow dramatically, especially as crypto and stablecoins fundamentally change the way money is transferred, Stripe acquired Bridge to leverage its stablecoin infrastructure for global payments. Stablecoins facilitate faster, cheaper, and more efficient transactions than traditional methods, which creates unique compliance challenges. The Bridge Operations strategy provides operational leverage and expands Stripe's portfolio of operational capabilities to support the scaled needs in this rapidly evolving space. This role will be part of the KYC and KYB Team within the Risk Ops organization in Bridge Operations that is accountable for performing KYC and KYB reviews during onboarding and periodic review. WHAT YOU'LL DO We're looking for someone who is passionate about fighting risks and solving the puzzle of investigations, is naturally curious, and is comfortable operating in ambiguity and finding creative solutions. You will be responsible for spearheading the organization's KYC and KYB compliance efforts within the Mexican market. The right candidate for this role will have experience in KYC and KYB compliance, preferably within the fintech or e-commerce space. RESPONSIBILITIES • Conduct thorough Know Your Customer (KYC) reviews during the onboarding of new users, ensuring the authenticity and accuracy of all customer documentation in compliance with Mexico's regulatory requirements. • Demonstrate a deep understanding of KYC, KYB, and anti-money laundering (AML) regulations specific to the Mexico financial services industry, and apply this knowledge to your daily analyses. • Exercise sound judgment to evaluate complex customer information, make informed decisions on the legitimacy of documentation provided, and determine the appropriate risk profile for each customer. • Handle high-complexity KYC and KYB-related assignments and tasks with a sense of urgency, while promptly resolving incoming requests from internal teams, financial partners, and other external parties. • Adhere closely to process documentation and draft clear, concise investigative summaries and analyses, including the preparation of regulatory reports for submission to the relevant authorities. • Actively participate in building a new team and operational culture focused on robust KYC and compliance practices within the organization. • Leverage your expertise in KYC, KYB, and AML to identify and escalate any suspicious customer activity or high-risk profiles to the compliance team for further investigation and action. • Collaborate cross-functionally with teams such as compliance and fraud to share information and insights that contribute to the overall risk management and mitigation efforts within the Mexican market. WHO YOU ARE We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. MINIMUM REQUIREMENTS • Bilingual in English: Excellent conversational, written, and reading skills. • Professional experience: 2+ years of experience in risk or any type of customer-facing roles within a fast-paced environment. • Resilience and adaptability: Proven ability to thrive in evolving environments, remain composed under pressure, and confidently navigate ambiguity. • Structured mindset: A logical, disciplined approach to problem-solving with a relentless focus on accuracy and attention to detail. • Proactive problem-solver: A self-starter capable of working independently to analyze complex data and make sound, defensible investigative decisions. • Process improvement: The ability to identify operational gaps and proactively implement solutions to enhance workflow efficiency. • Effective communication: Strong written, verbal, and interpersonal skills to clearly articulate findings and recommendations to internal teams and financial partners. • In-office presence: Full availability to work 100% on-site at our office in Reforma, CDMX. PREFERRED QUALIFICATIONS • Startup and tech background: Experience navigating the unique pace and scale of a technology-driven company. • Industry expertise: Deep knowledge of the payments landscape and the fintech industry. • Specialized domain knowledge: A technical background in KYC, KYB, Risk, or Financial Crimes (FC). • Operational agility: Prior experience working within a queue.

Agoda

About Agoda At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.     Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.   No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.   Get to Know Our Team : The Supply Operations team builds and scales the processes, systems, and operational solutions that support commercial growth and improve efficiency across Agoda’s Supply organization. We work closely with teams within Supply and across Product, Engineering, Analytics, Customer Experience, Finance, Legal, and Compliance to solve operational pain points, improve workflows, strengthen controls, and drive scalable impact.  As Assistant Director, Supply Operations, you will lead high-impact improvement and automation initiatives that make Supply teams more effective, efficient, and scalable.  The Opportunity : We are looking for an experienced leader to drive strategic initiatives across Supply Operations. In this role, you will improve processes, enhance compliance, enable automation, and deliver scalable solutions by partnering across teams and using data to turn problems into practical outcomes.  In This Role, You’ll Get To : * Lead strategic initiatives across Supply Operations focused on process improvement, automation, compliance, and scalability  * Identify inefficiencies, risks, and control gaps through data, operational insight, and stakeholder engagement  * Partner with teams within and outside Supply to design and implement scalable solutions  * Drive end-to-end execution, from problem definition and requirements gathering to testing, rollout, and impact measurement  * Improve workflows, governance, SOPs, and controls to increase consistency and compliance  * Define and monitor KPIs to measure operational and project performance  * Support resolution of complex operational or system-related issues through structured root cause analysis  * Coach team members and foster a culture of ownership, collaboration, and continuous improvement  What You’ll Need to Succeed : Functional Competencies  * Strong operations and process improvement capability, with experience improving workflows at scale  * Proven ability to lead complex cross-functional initiatives and deliver measurable business outcomes  * Strong stakeholder management and collaboration skills across teams within Supply and across other functions  * Strong business judgment and structured problem-solving skills  * Excellent verbal and written communication skills  Technical Competencies  * Strong analytical skills with the ability to use data to identify issues and support decisions  * Working proficiency in SQL and experience with BI/reporting tools   * Ability to ramp up quickly on operational systems, CRM/workflow tools, and automation opportunities  * Ability to translate business needs into clear requirements and support implementation  Leadership Competencies  * Strong ownership, accountability, and execution mindset  * Ability to prioritize and operate effectively in a fast-paced environment  * Collaborative, proactive, and solution-oriented  * Ability to coach team members and align stakeholders  It’s Great if You Have : * Experience in travel, OTA, e-commerce, marketplace, or other tech-enabled environments  * Experience working with supply, partner operations, connectivity, or commercial operations teams, including partnering with Product and Engineering teams  * Familiarity with CRM, workflow automation, or low-code/no-code tools  * Exposure to APIs, system integrations, or operational tooling ecosystems  Qualifications : * Bachelor’s degree in Business, Engineering, Information Systems, Analytics, Operations, or a related field  * 8+ years of relevant experience in operations, transformation, project management, process improvement, or automation  * Proven track record of leading cross-functional projects with measurable business impact  * Proven people leadership experience        PLEASE REVIEW OUR HIRING PROCESS GUIDELINES BEFORE YOUR INTERVIEW — CLICK HERE TO LEARN HOW INTERVIEWING AT AGODA WORKS.     DISCOVER MORE ABOUT WORKING AT AGODA * Agoda Careers https://careersatagoda.com * Facebook https://www.facebook.com/agodacareers/ * LinkedIn https://www.linkedin.com/company/agoda * YouTube https://www.youtube.com/agodalife   Equal Opportunity Employer  At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics. We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy. Disclaimer We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.