KASHIO

Customer Support

• Provide Level 1 specialized support to customers of Kashio's payment platform.
• Handle complex and high-priority cases, prioritizing, escalating, and providing end-to-end follow-up of tickets from opening to resolution and closure.
• Document procedures, lessons learned, and operational improvements for the area.
• Propose and implement improvements in ticket classification, handling, and documentation.
• Coordinate with N2 support and other technical teams when appropriate.
• Ensure response times are aligned with defined SLAs.
• Assist in training new agents on the L1 support team.

Customer Support L1

Full-stack Engineer

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Worldwide
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AI Product Engineer

Product Manager

• Liderar la Estrategia FinOps AI: Definir el roadmap para productos como Reconciliación Inteligente, Cobranza Inteligente, Pago de Servicios y Facturación, asegurando la transición de procesos reactivos (T+1) a operaciones Real-Time con 0% de error humano.
• Product Discovery con IA: Utilizar NotebookLM para la investigación, research y definición del producto; Claude y Google Studio para el diseño de la solución junto a los equipos de Arquitectura y Tecnología; Copilot para procesar normativas regulatorias. Todo ello orientado a generar borradores estructurados (PRD, BRM) y eliminar semanas de trabajo manual en la definición de requerimientos.
• Gobernanza y Análisis Estructural: Asegurar que cada producto propuesto cumpla con los estándares internacionales exigidos por Kashio (BIAN para dominios, TOGAF para arquitectura, TM Forum para capabilities) antes de pasar a la fase de diseño.
• Ejecución Agentic (PDLC AI 1.1): Trabajar en un entorno donde agentes de IA (Cursor, Gemini 1.5 Pro, n8n) asumen la codificación y validación bajo tu dirección estratégica y la supervisión del Arquitecto del Squad.
• Gestión de OKRs en KashioOS: Traducir la estrategia en ejecución disciplinada. Medir el éxito a través de KRs de impacto (+5% Auth Rate, 80% migración de volumen transaccional), asegurando la regla de oro: “Si no mueve la aguja, no se construye”.
• Diseñar experimentos rápidos (spikes de IA) para validar hipótesis de producto antes de comprometer recursos de desarrollo, y supervisar la calidad de entregables generados por agentes mediante QA-as-code.

Customer Support L1

AI Product Engineer

AI Product Manager