About the role
We are looking for a Bilingual Customer Experience Advocate to join our amazing team in Mexico City. In addition to providing on the phone support to our team of Tier-1 members during high-volume times of the day, you will also be responsible for supporting several cross-functional teams within Pangea to continuously improve our platform. This role will be reporting into the Customer Experience Manager. At Pangea, we work hard, move fast, and laugh a lot. If you’re dedicated to world-class customer support, we want to talk to you!
As a Customer Experience Advocate, you’ll get to:
- Ensure customer transfers continue to process with minimal delays by processing back office work including: ID Verifications, Refunds, Tests, and Manual Deposits at local and international bank branches
- Contact customers flagged by our fraud team to determine potential risk and exercise independent judgment to determine their legitimacy
- Answer questions and handle escalated tickets from the Tier-1 support team so inbound customers are certain to get the correct answer in a timely manner
- Handle escalated calls from the Tier-1 team
- Address and reply to customers comments, questions and interactions via social media with an outstanding customer service approach in a timely manner.
- Escalate production issues to Engineering team and leadership while acting as the point of contact for troubleshooting
- Answer inbound customers through phone and chat during key business periods as requested by leadership
- Conduct outbound calls to customers about escalated request and provide first contact resolution
- Attend 1:1 coaching and training sessions with the Customer Experience Manager
The ideal candidate will have:
- Bachelor’s degree or equivalent work experience
- 2+ years of experience in Customer Service roles, ideally in a consumer facing technology company
- Experience with different channels of customer service including phone, e-mail, social and/or chat.
- Excellent verbal and written communication skills in both English and Spanish, including top-notch grammar and spelling.
- Excellent problem-solving skills and ability to make informed decisions
- Advanced / native proficiency in both English and Spanish languages
- Ability to multitask, prioritize and manage time effectively
Shift Details:
- In this role, you will work 40 hours over a 7 day week
- Your shift will be 9 hours scheduled anywhere between 8:00 am - 10:00 pm with a 1 hour lunch break
Pangea is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Benefits & Perks:
- Flexible scheduling includes a hybrid work model with in-office days from Tuesday to Thursday and the option to work from home on Mondays and Fridays. Additionally, we offer select fully remote opportunities.
- Health, dental, and vision insurance including mental health benefits
- 401(k) matching plus a ROTH option (U.S. Based employees only)
- PTO & paid holidays off
- Sabbatical program (for eligible roles)
- Paid parental leave
- DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)
- Employee recognition and rewards program
- Charitable matching and a paid volunteer day…Plus so much more!
What the Team is Saying
Pangea Money Transfer Compensation & Benefits Highlights
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Healthcare Strength — Health coverage includes fully employer‑paid dental and vision, a company‑covered medical plan with HSA contributions, plus life and disability insurance. This combination indicates strong core coverage and cost relief on premiums and savings.
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Parental & Family Support — Policies include paid maternity, paternity/same‑sex partner, and adoption leave, along with a designated mother’s room. These provisions point to structured support for growing families.
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Leave & Time Off Breadth — Time off includes a generous PTO program with paid holidays and sick time, a paid volunteer day, and a paid sabbatical after longer tenure. This breadth offers meaningful rest and service opportunities beyond standard vacation.
Pangea Money Transfer Insights
What We Do
Pangea is a digital money transfer platform that makes sending money abroad simple, reliable, and cost-effective. Founded in 2012 and based in Chicago, we’ve helped millions of people send money securely and efficiently, empowering financial freedom across borders. We serve a global customer base with a mobile-first platform that offers low fees, competitive exchange rates, and fast*, secure delivery. Our work supports the financial needs of immigrants and cross-border families, helping them manage their financial lives with confidence. As an independent subsidiary of Enova International (NYSE: ENVA), Pangea combines the agility of a startup with the resources of a public company. Our team is mission-driven, diverse, and passionate about building financial tools that make a real-world impact for the communities we serve. *Processing times may vary due to security checks, recipient bank policies, or other factors
Why Work With Us
Pangea is successful because of our world-class team members and strong passion for making an impact in our customers’ lives. We are dedicated to building the world’s best platform for transferring money. At Pangea, we work hard, move fast, and laugh a lot.
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Pangea Money Transfer Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
