Bilingual Customer Operations & Payments Specialist

We are looking for a Bilingual Customer Operations & Payments Specialist to own and streamline how customer payments are clarified, validated, and coordinated with our Finance team. This role acts as the single point of ownership for payment clarification and ensures payments are applied correctly, efficiently, and with clear customer intent.

FLUENT ENGLISH IS A MUST.

This position plays a critical role in improving operational efficiency, reducing rework, and protecting customer experience by preventing payment issues at the source.

What You’ll Do:

Payment Monitoring & Clarification

Monitor incoming customer payments daily, as reported on our platform and via message.

Identify and triage payments that are unreferenced, late, or unclear

Proactively contact customers to confirm payment intent and invoice allocation

Finance Coordination and Process Ownership

Validate and document payment intent before application

Provide Finance with confirmed payment details for accurate application

Pause or delay payment application when clarification is required, coordinate and own discrepancy resolution with internal teams

Maintain accurate tracking and documentation of payment status via Support Ticket

Ensure consistent communication and handoffs between teams

Collections Support

Track missing and late payments

Follow up with customers as needed

Provide visibility into payment and collection status

Customer Payment Education

Maintain clear customer payment instructions and reference guidelines

Identify recurring payment issues and recommend process improvements

Reporting & Insights

Provide regular visibility into payment trends, issues, and resolution timelines

Surface systemic issues and opportunities for improvement

What You Bring

Fully bilingual English / Spanish 

Experience in customer service, billing, finance operations, or a related role

Strong attention to detail and process orientation

Clear and confident customer communication skills

Ability to work cross-functionally with Finance, Operations, Tech Support  and Customer Success (subscription management)

Comfortable operating in fast-paced, high-volume environments

Organized, proactive, and accountable

Work Schedule & Location:

Work hours: Monday to Friday

Work location: Guadalajara, Jalisco

Full time

Why This Role Matters

This role creates clear ownership where ambiguity currently exists. By centralizing payment clarification and customer communication, the Bilingual Customer Operations & Payments Specialist enables Finance to focus on accounting accuracy and Customer Success to focus on customer growth and retention while improving trust and transparency for our customers.