The mission:

At Baubap, our Customer Success team raises technical support tickets that surface real issues impacting both our customers and the product. We’re looking for a Support Engineer to join our engineering team and independently own the investigation and resolution of these issues, with a strong focus on identifying and fixing root causes.

This role is designed for someone autonomous and execution-driven, who can move quickly from diagnosis to solution. You’ll work on a continuous stream of real operational problems, using support tickets as a direct signal to improve product quality, stability, and scalability. By resolving bugs and issues from the root and implementing backend fixes when needed. This role directly contributes to the long-term growth and reliability of the product.

The expected outcome:

• Recurring product issues identified through Customer Success tickets are resolved at the root cause, resulting in a sustained reduction of repeat incidents.
• Support tickets are consistently converted into concrete product and system improvements.
• Bugs and issues move efficiently from ticket to resolution, with minimal need for oversight or coaching.
• The product becomes progressively more stable and scalable, requiring less reactive support over time.

The day to day tasks:

• Investigate and resolve technical issues raised by the Customer Success team through support tickets and product bugs.
• Take ownership of fixing bugs and issues from the root cause, not just applying temporary workarounds.
• Analyze patterns in support tickets to identify recurring problems and systemic weaknesses.
• Design and implement backend solutions as needed to permanently resolve issues.
• Work with APIs, workflows, and internal systems to diagnose failures and improve reliability.
• Actively manage and coordinate stakeholders across Product, Customer Customer Success, Fincore, and Infrastructure to drive issues to resolution, align priorities, and ensure follow-through.
• Improve internal tooling, workflows, or integrations that support Customer Success operations.
• Document root causes, fixes, and learnings to reduce regressions and strengthen shared technical knowledge.

Why YOU should apply:

Previous experience:

• Experience working as a Support Engineer or in a similar technical support role.
• Hands-on experience with customer support platforms such as Zendesk, Zoho, Intercom, Front or similar.
• Experience supporting front-facing systems and understanding how customer-facing issues surface operationally.

Technical skills:

• Ability to develop and modify backend code to resolve bugs and issues.
• Experience working with PHP-based backends.
• Experience working with REST APIs and API integrations.
• Solid understanding of customer support platforms and their underlying workflows.
• Experience designing or modifying workflows and integrations via APIs.
• Experience working with relational databases and SQL.
• Familiarity with AWS-based environments.
• Experience using monitoring and error-tracking tools such as Datadog and Sentry.

What we can offer:

• Being part of a multicultural, highly driven team of professionals
• 20 vacation days / year + 75% holiday bonus (Prima Vacacional)
• 1 month (proportional) of Christmas bonus (Aguinaldo)
• Food vouchers
• Health & Life insurance
• Competitive salary

The mission:

As a Customer Champion, your mission is to deliver exceptional, customer-centered service across all our communication channels while fiercely advocating for every customer you support.

You are responsible for managing day-to-day customer interactions particularly complex or sensitive cases escalated by our AI agent ensuring each situation is handled with empathy, clarity, sound judgment, and efficiency. Every conversation is an opportunity to build trust and reinforce Baubap’s commitment to dignity, transparency, and fairness throughout the loan lifecycle.

Beyond service execution, you act as the voice of the customer within Baubap. You proactively surface recurring pain points, push for timely and effective solutions, and collaborate cross-functionally to ensure customer needs are heard, prioritized, and addressed.

By transforming frontline feedback into actionable insights and supporting initiatives that impact our business OKRs, you help strengthen customer satisfaction, operational performance, and long-term retention ensuring that as we scale through automation, we never lose our human touch.

The expected outcome:

• Maintain Customer Satisfaction (CSAT) at ≥ 90%, consistently delivering high-quality, customer-centered service in all escalated interactions.
• Demonstrate exceptional empathy and emotional intelligence while acting as a true customer advocate ensuring that decisions, processes, and solutions are consistently viewed through the lens of the customer’s experience and expectations.
• Proactively identify recurring pain points and transform them into structured, actionable insights that are documented, tracked over time, and clearly communicated across the organization to drive meaningful improvements.
• Take strong ownership of improvement initiatives by proposing solutions, supporting execution, and independently developing the skills or knowledge required to move ideas forward.
• Contribute to solving root causes not only resolving individual cases, but helping prevent recurring issues at scale.

The day to day tasks:

• Manage customer interactions across all active communication channels, primarily handling complex or sensitive cases escalated by our AI agent.
• Ensure timely, clear, and respectful resolution of cases, maintaining high service quality standards and proper documentation.
• Conduct proactive outreach to customers when case sensitivity, customer needs, or business priorities require follow-up, clarification, or preventive support.
• Act as the voice of the customer within Baubap, escalating recurring or systemic issues and ensuring customer impact is considered in internal decisions.
• Identify recurring pain points from frontline interactions and translate them into structured improvement proposals.
• Support the execution and follow-up of approved initiatives aimed at improving customer experience, operational efficiency, or communication clarity.
• Stay up to date with product updates, policies, and tools to ensure accurate and consistent service delivery.

Why YOU should apply:

• At least 2 years of professional experience in an organization, preferably in startup, technology, fintech, banking, or financial services environments.
• Experience in roles involving direct customer interaction within digital products or tech-enabled services.
• Familiarity as an active user of financial services (banking, credit, fintech products), with basic understanding of how digital financial products operate.
• Experience working in remote or distributed teams, using CRMs, ticketing systems, or digital support tools.
• Strong problem-solving and decision-making skills, particularly in complex or sensitive customer situations.
• Excellent written grammar and strong verbal communication skills.
• English proficiency at B1 level or higher.
• Full-time availability with on-site presence, working from the office while managing digital customer communication channels.

Nice to have

• Exposure to product development environments (e.g., participating in usability testing, customer interviews, or feedback loops).
• Experience contributing to process optimization or operational improvements using tools such as Jira, Miro, Notion, or similar.

What we can offer:

• Being part of a multicultural, highly driven team of professionals
• 20 vacation days / year + 75% holiday bonus (Prima Vacacional)
• 1 month (proportional) of Christmas bonus (Aguinaldo)
• Food vouchers
• Health & Life insurance
• Competitive salary

The mission:

The Senior Credit Risk Data Scientist at Baubap is responsible for designing, implementing, and improving predictive models that directly impact our credit decisions and portfolio performance. This role will play a critical part in generating accurate forecasts, building data-driven methodologies, and continuously iterating based on real-world learning—always grounded in a deep understanding of the business context.

The expected outcome:

• Develop, deploy, and maintain machine learning models that improve the accuracy of forecasts across key business levers such as approval rate, disbursement rate, loss rate, and average loan amount.
• Deliver short-, mid-, and long-term forecasts for key portfolio and business indicators to guide strategic decision-making.
• Continuously improve models and data pipelines based on new insights, feedback loops, and shifts in portfolio dynamics.
• Build methodologies that reflect a clear understanding of the business and customer behavior—combining data science best practices with practical, real-world constraints.

The day to day tasks:

• Model development & deployment: Design and implement predictive models (classification, regression, time series, etc.) to forecast credit risk metrics and optimize decision-making.
• Model iteration & lifecycle management: Regularly retrain and improve models based on recent performance, business evolution, and new data availability.
• Forecasting: Build robust models to predict portfolio KPIs over different time horizons (daily/weekly/monthly), including loss rate, disbursed amount, average ticket size, and approval rate.
• Experimentation: Collaborate with cross-functional teams to design and evaluate A/B tests or quasi-experiments that inform modeling improvements.
• Feature engineering: Create high-quality, interpretable features from raw transactional and behavioral data.
• Data exploration & root-cause analysis: Use statistical techniques to detect anomalies, understand shifts in model performance, and identify risks or opportunities.
• Business alignment: Partner closely with Risk, Product, Finance, and Data Engineering teams to ensure that models and methodologies are aligned with business goals and operational realities.
• Documentation & reproducibility: Maintain clear documentation of models, assumptions, and decisions to ensure transparency, auditability, and future scaling.

Why YOU should apply:

• 5+ years of experience developing, validating, and deploying predictive models in a production environment, preferably within financial services or credit risk.
• Strong proficiency in SQL for data extraction and transformation.
• Advanced skills in at least one programming language commonly used in data science, such as Python or R.
• Proven ability to build and tune machine learning models (e.g., classification, regression, time series forecasting), using libraries such as scikit-learn, XGBoost, LightGBM, etc.
• Experience maintaining and iterating on models based on real-world performance and shifting data patterns.
• Comfortable working with experimentation frameworks, A/B testing, and validation pipelines.
• Ability to translate complex technical insights into clear business recommendations.
• Strong understanding of statistical concepts and their application in risk modeling.
• Fluent in English (written and spoken); able to work and communicate effectively with an international and cross-functional team.
• Bonus: experience in financial risk areas
• Bonus: experience working with version control tools (e.g., Git), workflow managers (e.g., Airflow), and cloud-based data platforms (e.g., AWS, GCP, or similar).

What we can offer:

• Being part of a multicultural, highly driven team of professionals
• 20 vacation days / year + 75% holiday bonus (Prima Vacacional)
• 1 month (proportional) of Christmas bonus (Aguinaldo)
• Food vouchers
• Health & Life insurance
• Competitive salary

Your mission

As Baubap's Senior Talent Acquisition Specialist, you'll play a key role in building our team as we continue to grow and expand. Your main goal will be to hire exceptional people aligned with Baubap's culture to ensure their long-term impact and contribution to our vision to become the most inclusive digital bank in LATAM

You will help us find and attract the best talent by offering the best candidate experience possible, learning and living Baubap’s culture in the hiring process while defining and improving our recruitment processes. You will work hand-in-hand with our hiring managers to help them ensure the talent density of their teams. You will act as a guide and support for everyone involved in the hiring process, guiding them to implement strategies and initiatives to identify the right person.

This is an opportunity to go beyond recruiting, because you will own the hiring process from start to finish, and will have the opportunity to face complex situations that can be seen as opportunities for improvement to enhance the hiring process to provide the best service to key stakeholders. To accomplish this, you will need to understand the business needs and prioritize roles based on their impact within the organization.

Your adaptability and flexibility will be crucial in navigating dynamic hiring needs and evolving market conditions also constant and assertive communication in a 100% remote environment will be essential to align hiring efforts with broader organizational goals and objectives.

You will report to our Head of People, and work directly with the rest of the Managers to ensure our business priorities are constantly reflected in the hiring pipeline.

• Time-to-Fill: Ensure the average time to fill is below 28 days of their opening.
• Quality of Hire: Achieve 80% of new hires receiving a performance rating of "exceeds expectations" or above within the first 3 months.
• Offer Acceptance Rate: Achieve an offer acceptance rate of 90%, demonstrating effective candidate engagement and alignment with company needs.
• Candidate Satisfaction: Achieve an average candidate satisfaction score of 9/10 in post-process surveys.
• Feedback Timeliness: Provide feedback to candidates within 3 days after their process closes to ensure transparency and professionalism.
• Hiring Manager Satisfaction: Maintain an average satisfaction score of 9/10 from hiring managers regarding the quality of candidates and communication.

Requirements

• Bachelor degree
• 4 years of experience recruiting tech and business roles for startups
• 1+ year of experience acting as the main owner of the hiring process
• Experience in negotiating and advising area leaders regarding hiring
• Excellent communication skills, both written and verbal (English and Spanish)
• Being based in Mexico

Your skills

• Clear and transparent communication. You are able to able to express your thoughts clearly, concisely and to the point. You can openly discuss any blockers you have, and constructively point out areas for improvement.
• Relentlessly resourceful at execution and problem solving. You make things happen, no matter what. You are disciplined, organized and systematically follow through on your work. Instead of getting stuck thinking "well, this doesn't work", you look for creative / innovative / outside-of-the-box solutions to fix the issue and move on.
• Sense of urgency. You operate with a constant sense of urgency, constantly looking for ways to move ahead and push everything around you to get to your desired outcome in the most efficient and productive way. You don’t wait around and make things happen.
• Adaptability and resilience. You can maintain your composure and focus despite the constantly changing environment, and adequately adapt to new conditions. You can swiftly change the course of action when needed, and you don't get easily demotivated.
• Being self-driven. You require very little guidance and intervention from your leader to move ahead. You can correctly read what the situation requires, and take the necessary action accordingly. If your leader were to disappear, you can still move ahead and make relevant things happen. You act because you want to, and not because someone else is telling you that you should.
• Strategic thinking / seeing the bigger picture. You can see further than just your immediate "doorstep". You can correctly assess the deeper implications of certain decisions that might materialise in the future, and take decisions accordingly. You often use data or previous research to inform your recommendations and decisions.
• Critical / analytical thinking. You can correctly analyse the root causes of a problem, without getting side-tracked by irrelevant, minor details. You can come to the right conclusion and propose a clear, logical plan of action. You don't stay on the surface of things.

What we can offer

• Being part of a multicultural, highly driven team of professionals
• 20 vacation days / year + 75% holiday bonus (Prima Vacacional)
• 1 month (proportional) of Christmas bonus (Aguinaldo)
• Food vouchers
• Health & Life insurance
• Competitive salary

The mission:

Join Baubap as Acquisition & Growth Manager and drive the hands-on execution and optimization of user acquisition, scaling profitable users end-to-end. From first touchpoint to first loan disbursement, while maintaining strong unit economics. You will lead paid acquisition strategy and execution, both managing and hands-on, across channels such as Meta, Google, TikTok and other performance platforms, with deep expertise in app-based performance marketing and B2C user acquisition. This is a player-coach role, combining hands-on campaign management with team leadership. You will drive testing strategy, creative experimentation and budget allocation to maximize high-quality user acquisition. You will also own and scale Baubap's core acquisition channels, including paid media, referrals, affiliates and organic growth initiatives, optimizing partner performance, incentives, and growth mechanics to drive efficient user growth.

The expected outcome:

• Consistent growth in new applicants and borrowers reaching first-loan disbursement, within target ROAS, CAC, LTV/CAC and payback period
• Acquisition focused on profitable segments, meeting defined portfolio quality, risk and OKRs, with budget allocation decisions driven by return and payback performance
• Positive and improving ROAS by channel, cohort and segment, tied to real disbursement and revenue events
• Shorter and more predictable payback periods across acquisition cohorts
• Higher conversion rates across the full in-app lifecycle: Installs → signup → onboarding → approval → KYC → disbursement
• A scalable and controlled referral engine contributing incremental, profitable new borrowers focus in profitable segments.
• Clear visibility and control over acquisition performance through dashboards and analysis. 

The day to day tasks:

• Owning the entire acquisition funnel, from awareness to first disbursement
• Defining and optimizing acquisition performance based on ROAS, LTV/CAC and payback
• Scaling and optimizing paid acquisition channels (Google, Meta, TikTok, affiliates and other performance channels)
• Opening and scaling new digital acquisition channels, from discovery and testing to full deployment (e.g. programmatic, pinterest)
• Working in partnership with Brand on offline initiatives, ensuring alignment between offline activation and digital performance
• Leading strategic acquisition partnerships, including affiliates, platforms and distribution partners
• Owning acquisition budget allocation, managing and reallocating media spend based on return, payback and profitability
• Owning lifecycle optimization in partnership with Product (signup, KYC, onboarding setup and activation)
• Leading the referral engine strategy, including incentives, mechanics, performance and fraud control
• Designing and executing structured experimentation frameworks across creatives, audiences, funnels and in-app flows
• Working with Data and Risk to ensure acquisition focuses on profitable, low-risk segments
• Building dashboards, insights and clear narratives around acquisition performance

Why YOU should apply:

• 8+ years in growth, acquisition or performance marketing, with strong hands-on experience managing paid media focus in APPs and B2C.
• Proven experience in fintech, lending is a plus.
• Ownership of acquisition optimized to revenue or loan disbursement events.
• Strong track record of improving ROAS, LTV/CAC and payback periods through paid acquisition.
• Hands-on experience optimizing in-app lifecycle funnels (signup, KYC, activation).
• Experience opening new acquisition channels and building strategic partnerships.
• Experience building or scaling referral programs.
• Prior experience Building and leading +6 team members.

What we can offer:

• Being part of a multicultural, highly driven team of professionals
• 20 vacation days / year + 75% holiday bonus (Prima Vacacional)
• 1 month (proportional) of Christmas bonus (Aguinaldo)
• Food vouchers
• Health & Life insurance
• Competitive salary

The mission:

As a Tax Manager, you will lead and oversee the company’s tax function, ensuring full compliance with all applicable tax obligations, including corporate income tax, VAT, payroll taxes, and other regulatory requirements.

You will be responsible for defining and executing the company’s tax strategy, ensuring alignment with Baubap’s financial objectives and long-term growth plans. In this role, you will act as a strategic business partner, providing expert guidance on complex tax matters and supporting key decision-making processes across the organization. You will manage relationships with external auditors, tax advisors, and regulatory authorities, ensuring high-quality deliverables and effective risk management.

Additionally, you will proactively identify tax optimization opportunities, assess and mitigate tax risks, and ensure robust internal controls are in place. This role includes mentoring and developing team members, fostering a high-performance culture grounded in accountability, continuous improvement, and innovation.

The expected outcome:

• Tax Authority Requests: Provide timely and detailed responses to tax authority inquiries, ensuring clarity and compliance with regulations.
• Compliance Monitoring: Oversee compliance with all tax requirements, including filings, payments, and ongoing assessments of changing regulations.
• Tax Advisory: Provide tax opinions and sign-offs for relevant changes to existing products, new product launches, or commercial strategies, ensuring alignment with regulatory requirements.
• Stakeholder Support: Offer proactive tax guidance to internal stakeholders, including leadership and cross-functional teams, to support decision-making.
• SOFIPO Transition Support: Address tax-related requirements and adjustments during the process of obtaining the SOFIPO license, including handling transactions that require regulatory approval.
• Audit Management: Lead internal and external tax audits, preparing necessary documentation and acting as the primary contact for tax authorities during audit processes.
• Tax Strategy Implementation: Execute strategic tax planning initiatives to optimize the company’s tax obligations while ensuring full compliance.
• Automation and Process Improvement: Continuously improve tax-related processes by implementing automation solutions, reducing manual workload, and increasing reporting accuracy.
• Cross-Functional Collaboration: Work closely with the finance, legal, and operations teams to align tax practices with broader business objectives.
• Training and Development: Train relevant teams on tax processes, changes in regulations, and best practices to enhance organizational understanding of tax compliance.
• Reconciliation: Ensure accurate reconciliation of tax accounts to avoid discrepancies and penalties.
• Policy Development: Develop and update internal tax policies and procedures, keeping them in line with evolving tax regulations.
• International Taxation (if applicable): Address cross-border tax issues, including VAT, withholding taxes, or transfer pricing, as part of Baubap’s potential future expansion

Why YOU should apply:

• Proven experience managing tax compliance within financial entities, such as SOFOMs, SOFIPOs, or similar institutions.
• College degree in Accounting, Tax Law, or a related field; additional certifications like CPA, Tax Law Specialization, or equivalent are a plus.
• Strong understanding of local tax regulations, particularly those relevant to financial entities and fintech operations in Mexico (e.g., ISR, IVA, ISN).
• Ability to perform effectively under high-pressure situations, such as tight deadlines or interactions with tax authorities.
• Excellent verbal and written communication skills to explain complex tax-related matters in an understandable and actionable way for non-specialist stakeholders.
• Demonstrated ability to analyze complex tax scenarios and offer creative, compliant solutions.
• Familiarity with tax-related software and ERPs (e.g., SAP, Oracle, or QuickBooks), including experience automating tax calculations and filings.
• Exceptional attention to detail to ensure accuracy in tax filings, reports, and reconciliations.
• Hands-on experience managing internal or external tax audits, including preparation, response, and negotiation.
• Fluency in Spanish and English to navigate local tax requirements and communicate with international stakeholders.
• Proactively stays updated on changes in tax legislation and their implications for financial entities.
• Experience in tax planning and optimization strategies that align with business goals and minimize tax liabilities.
• Familiarity with licensing requirements for financial entities (e.g., transitioning from SOFOM to SOFIPO) and their tax implications.
• High level of integrity and commitment to maintaining ethical compliance with tax laws and regulations.
• Strong analytical and numerical abilities to interpret financial data and ensure accurate reporting.
• Ability to work collaboratively with cross-functional teams, including finance, legal, and operation.

What we can offer:

• Being part of a multicultural, highly driven team of professionals
• 20 vacation days / year + 75% holiday bonus (Prima Vacacional)
• 1 month (proportional) of Christmas bonus (Aguinaldo)
• Food vouchers
• Health & Life insurance
• Competitive salary

The mission:

Design, lead, and scale the employee experience across the entire employee lifecycle in a fast-growing organization, ensuring consistent, human-centered onboarding, engagement, and offboarding processes aligned with company culture and business objectives.

This role is the end-to-end owner of the employee experience, with a high level of autonomy, strong prioritization judgment, and the ability to transform feedback and data into scalable programs.

The expected outcome:

Onboarding & Employee Lifecycle

• Own the end-to-end onboarding process (pre-boarding, First day, 30/60/90).
• Design scalable onboarding experiences to support accelerated growth.
• Coordinate welcome kits, materials, communications, and first day experience.
• Identify friction points throughout the employee lifecycle and propose continuous improvements.
• Organizing and coordinating semestral performance reviews aimed at helping our team members grow professionally and personally

Offboarding

• Own the employee exit experience.
• Conduct exit interviews (voluntary and involuntary, when applicable).
• Analyze patterns, root causes, and attrition trends.
• Coordinate exit communications (messaging, closures, internal employer branding).
• Partner with People Ops & Payroll to ensure a smooth transition, without executing operational tasks (equipment, access, payments).
• Present insights and actionable recommendations to the People Ops Manager and leadership.

Policies and Internal Communication

• Design, update, and communicate key internal policies.
• Ensure clarity, consistency, and proper adoption of policies.
• Lead internal communication initiatives related to People topics.
• Keep documentation updated and accessible in the HRIS and internal tools.

Perks, Benefits, and Events

• Define and manage the perks and benefits catalog.
• Lead the organization of internal events and celebrations.
• Manage recognition and anniversary programs.
• Execute People team purchases within the assigned budget.
• Manage vendors and optimize costs and experience.

HR Processes & Systems

• Document processes and create standards to scale People Ops.
• Identify opportunities for automation and efficiency.

Employee Engagement

• Design and lead the Employee Experience strategy aligned with company culture and growth stage.
• Lead eNPS and engagement surveys, analyze results, and coordinate action plans.
• Ensure a consistent experience for both payroll employees and contractors.

Requirements

• 5 years of experience in People Operations, HR Business Partner, or similar roles.
• Experience in startups or high-growth companies.
• Experience leading onboarding, engagement, and offboarding processes.
• Knowledge and Skills
• Strong knowledge of the full employee lifecycle.
• High level of organization, execution, and prioritization skills.
• Excellent communication and active listening skills.
• Structured thinking and solution-oriented mindset.
• Nice to Have: Experience with HRIS tools (Lattice, HiBob,), advanced English.

What we can offer:

• Being part of a multicultural, highly driven team of professionals
• 20 vacation days / year + 75% holiday bonus (Prima Vacacional)
• 1 month (proportional) of Christmas bonus (Aguinaldo)
• Food vouchers
• Health & Life insurance
• Competitive salary