Technical Implementation Lead

WHO WE ARE Acoru redefines fraud prevention by acting before the transaction is initiated At Acoru, we stand at the forefront of fighting fraud, dedicated to protecting and serving with cutting-edge technology and smart solutions. Through continuous account analysis and classification, we identify risk using pre-fraud signals across all channels, before any transaction takes place. Our privacy-compliant intelligence network expands visibility beyond systems, empowering real-time, proactive defense. Launched in 2024, we are headquartered in Madrid with colleagues working throughout Europe, LATAM and the US. We have ambitious plans to double our headcount this year and again next year, as well as establish US and UK subsidiaries. OUR CULTURE
• We are passionate people who are eager to make a difference and ready to challenge the status quo by making the digital world a safer place.
• We attribute our success to the collaboration, creativity, and commitment of our team.
• We are remote-first with team members working around the world.
• We value effort, performance, and team work.
• We seek self-motivated individuals who own and execute their work. THE ROLE As an Americas Customer Operations Lead – Activations & Support at Acoru, you'll play a pivotal role in scaling our Customer Operations function across the Americas, leading client activations and live support for financial institutions adopting our fraud prevention platform. This is a high-impact, hands-on position for someone who thrives in fast-moving, customer-facing environments and is excited to build the foundation for how Customer Operations scales in a new region. This role reports to the Director of Customer Operations and will partner closely with Product, Engineering, Data Science, and the EMEA Customer Operations team to onboard customers successfully, triage live support issues, and ensure regional customer needs are heard and addressed. WHAT YOU WILL DO Activation
• Lead Latam customer activations from kickoff to go-live, owning project plans, milestones, and dependencies, and personally carrying out the technical setup: installing, configuring, and deploying Acoru's Kubernetes-based platform in customers' cloud and on-premise environments.
• Partner with customer IT, infrastructure, security, data, and fraud teams to progress implementation and resolve blockers.
• Coordinate data and infrastructure prerequisites with customers and internal teams to ensure successful onboarding. Support & Issue Management
• Provide L1 support ownership for Americas customers during regional business hours, triaging and tracking issues to resolution.
• Determine when issues require L2/L3 escalation and coordinate with Engineering and Product for technical and product troubleshooting.
• Monitor open incidents, SLA risks, and hypercare after go-live, keeping customers informed throughout. Customer Engagement & Value
• Contribute to QBRs and value discussions by coordinating inputs with the Product Data Scientist and Customer Operations Director.
• Capture customer feedback, recurring issues, and product needs, and feed them back to Product and Engineering.
• Help customers extract more value from the platform through performance reporting and fraud trend insights tailored to each customer. Regional Operations & Scale
• Act as the primary Customer Operations point of contact for Americas customers, partnering with the EMEA team.
• Help build scalable processes, templates, and playbooks for activation and support across the region.
• Operate with ownership in a growing company, helping define how Customer Operations scales as new customers launch. WHAT WE ARE LOOKING FOR
• 5+ years of experience in customer implementation, technical project management, customer operations, technical support, or professional services in B2B SaaS, fintech, fraud, or banking technology.
• Direct experience with the Americas banking and payments landscape: regional payment rails (e.g., SPEI, PIX, ACH-CCE, RTP, CoDi, transfers, mobile wallets, regional debit/credit schemes), and how local banks capture, structure, and use transactional and customer data.
• Hands-on experience deploying or supporting software in customer-hosted environments: Kubernetes, cloud providers (AWS, Azure, or GCP), on-premise setups, networking, capacity sizing, observability, and log troubleshooting.
• Solid grasp of APIs, data integration, and ETL processes: comfortable mapping how transactional and customer data flows between a bank's core, its digital channels, and an external platform, across both batch and real-time patterns.
• Strong project management and ownership mindset, comfortable operating in ambiguity and helping build the function as the company scales.
• Lateral thinking and problem-solving, comfortable breaking down situations where there is no playbook yet, improvising a workable path forward with what's available, and iterating from there. In a first-hire role in a new region, this comes up constantly.
• Ability to lead customer-facing technical discussions with IT, security, data, and fraud or business stakeholders.
• Familiarity with support and ticketing tools (Jira Service Management, Zendesk, Freshdesk, or equivalents).
• Hands-on experience (or strong comfort and curiosity) using LLMs and AI agents to support day-to-day work.
• Fluent in Spanish and English, both written and verbal. Nice to have: Portuguese.
• Americas-based, ideally in Mexico, Brazil, or Colombia, with willingness to travel across the regions for client kickoffs mainly.
• Nice to have: Basic data analysis skills to interpret fraud, support, or product performance data. Experience with SQL, Python, and BI tools.
• Nice to have: Experience in fraud prevention, financial crime, or cybersecurity. WHY ACORU?
• Remote-first culture with flexibility and autonomy. High ownership.
• Competitive compensation and benefits.
• 20 days of vacation + Birthday off + 2 Christmas days
• 4 day work-week in August
• Build the Americas Customer Operations function from the ground up at the only company in the world delivering account risk classification to predict any fraud, including scams, for banks.
• Work on technically challenging problems at scale, with global impact.
• Join a tight-knit, ambitious team that values ownership and velocity.