Knowledge Operations Specialist

At Félix, we're building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances. Our core product is an AI-powered chatbot built on WhatsApp, allowing our users to send money home as easily as sending a text message. We leverage cutting-edge technology like AI, blockchain, and stablecoins to make cross-border payments faster, more affordable, and more accessible than ever before.

About Us

At Félix, we're building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances. Our core product is an AI-powered chatbot built on WhatsApp, allowing our users to send money home as easily as sending a text message. We leverage cutting-edge technology like AI, blockchain, and stablecoins to make cross-border payments faster, more affordable, and more accessible than ever before. We are a hyper‑growth Series C company, backed by over $100 million in funding from top‑tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and Andreessen Horowitz with support from General Catalyst Customer Value Fund. This isn't just about the numbers; it's a testament to the trust our investors have in our vision and our team. Additionally, Félix was selected as an “Endeavour Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high‑performers, united by our shared obsession with a single goal: empowering our customers. We are all owners of Félix, driven by a bias for action and a true experimentation spirit to get things done with urgency and focus.

Joining Félix

Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long. We are a team that is fiercely loyal to each other, where radical transparency and constructive feedback are how we grow and push for excellence. We are bold, we care less about what others are doing, and more about creating sustainable value and a product that truly makes our users' lives better. We are building the future, today.

About The Role

Every time Félix launches something new or changes how something works, hundreds of people need to know — our own operations teams, our QA reviewers, and the BPO partners who answer alongside us. Today that knowledge moves informally. As Knowledge Operations Specialist, you will be the person who makes it move on purpose. This is a new role and a strategic one. You will own how operational knowledge gets created, reviewed, published and kept current: the documentation itself, and the workflow behind it. Sitting between Product (who ship the changes), Compliance & GRC (who set what we can and cannot say), QA (who see where guidance fails in practice), L&D (who build the training), and frontline Operations (who use it live with customers), you will ensure there is one single, trusted source of operational truth. You will be the reference point for documentation at Félix. That means writing exceptionally clearly and pedagogically for agents, leveraging AI to synthesize complex technical rules at speed, knowing who to ask, when to push back on launch timelines, and how to make a process stick after you’ve designed it.

Responsibilities

Own the knowledge base

• Create, structure and maintain the documentation our operations teams rely on — processes, SOPs, guides, launch material for both in‑house Ninjas and BPO partners.
• Keep content accurate as the product evolves. In a company shipping this fast, keeping documentation current is most of the work.
• Set the standards: how a document is structured, how it’s reviewed, when it’s retired.

Design the workflow around it

• Map how operational content gets created today and rebuild it as a workflow with clear inputs, outputs and owners.
• Build the process for new launches first, then for updates, then extend it to our BPO partners.
• Partner with Product so documentation is part of a launch, not a follow-up to one.

Work across teams

• Work with QA to find where guidance is failing in practice, and close the gap.
• Work with Learning & Enablement to create a seamless hand‑off process so that every published SOP automatically triggers updated LMS courses, quizzes, and training materials.
• Work with Compliance and GRC so what we publish holds up.
• Bring proposals, not just tickets — you'll see the same friction repeatedly before anyone else does, and we want to hear about it.

Requirements

• Fluent English, spoken and written. You'll write in it and you'll work with teams across the company in it.
• A background in content built for people to learn fro