Case Manager - MX

We are seeking a Case Manager to assist scam victims as they navigate their recovery journey. In this role, you will be the first point of contact in our scam recovery efforts—overseeing the intake process, ensuring the collection of accurate information, and delivering timely updates and communications to impacted users.

This is a Temporary full-time position for 3 months and will follow UK business working hours.

Duties and Responsibilities

• Monitor and manage incoming requests for assistance for potential scams.
• Collect all required information from customers and ensure it is complete and accurate.
• Communicate with customers compassionately and professionally, providing updates and gathering additional details as needed.
• Coordinate internally with your crypto investigation experts to move cases forward.
• Document case progress and ensure timely resolution.

Requirements

• Excellent verbal and written communication skills in English
• Strong organisational and detail-oriented mindset.
• Comfortable working independently in a remote, startup environment.
• Prior experience in support, customer service, or case management.
• Interest or familiarity with cryptocurrency and digital assets is a strong plus.
• Experience in cybersecurity, fintech, or fraud recovery is a bonus.

Benefits

Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

• Permanent remote work flexibility
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.