Responsibilities

About Global Payment The Global Payment team of ByteDance provides payment and financial services solutions - including payment acquisitions, disbursements, transaction monitoring, payment method management, foreign exchange conversion, accounting, reconciliations to ensure that our users have a smooth and secure payment experience on ByteDance platforms including TikTok, CapCut and other apps. About the Team The Consumer Credits team in Mexico is responsible for building and scaling our Buy Now, Pay Later (BNPL) product in the LATAM market. We are approximately six months post-launch and are entering a critical phase of operational maturity, focused on optimizing the end-to-end customer experience across product, collections, and customer support. About the Role We are looking for a Business Operations Intern to join our Consumer Credits team in Mexico City. This role will focus on conducting a comprehensive, business-side operational review of our BNPL process. The intern will help run an end-to-end audit of the full customer journey — identifying friction points, process gaps, and improvement opportunities across product, operations, collections, and customer support. This is a high-impact role with direct visibility into how our product performs in the real world. From an initial review of our operations process, we already identified several material issues and improvement opportunities. A deeper and more structured review will uncover a broader set of actions to improve both product performance and operational effectiveness. As a project intern, you will have the opportunity to engage in impactful short-term projects that provide you with a glimpse of professional real-world experience. You will gain practical skills through on-the-job learning in a fast-paced work environment and develop a deeper understanding of your career interests. Applications will be reviewed on a rolling basis - we encourage you to apply early. Responsibilities - End-to-End Customer Journey Audit: Conduct a structured review of the full BNPL customer lifecycle, from onboarding and purchase to repayment, collections, and support interactions - Product Friction Analysis: Identify and document pain points in the product experience, including payment UX, reminders, notifications, and self-service flows - Collections & CS Process Review: Analyze agent scripts, escalation paths, call quality, and BPO / CS operating procedures to identify gaps and areas for improvement - Cross-functional Improvement Mapping: Synthesize findings into a detailed and actionable improvement map, clearly identifying where interventions are needed across product, operations, collections, and customer support - Stakeholder Collaboration: Work closely with product, operations, collections, and CS teams to validate findings, gather context, and support the implementation of improvement recommendations - Data-Driven Analysis: Leverage call recordings, operational data, customer feedback, and process documentation to support evidence-based recommendations.

Qualifications

Minimum Qualifications - Currently enrolled in a Bachelor's or Master's degree program in Business Administration, Industrial Engineering, Finance, Economics, or a related field - Strong analytical and structured thinking skills, with the ability to break down complex processes into clear, actionable components - Detail-oriented mindset, capable of identifying patterns and issues across large sets of qualitative and quantitative information - Comfortable working with operational processes, user journeys, and process documentation - Proficient in Excel / Google Sheets and presentation tools (PowerPoint / Google Slides) - Strong written and verbal communication skills. - Ability to work independently and manage multiple workstreams in a fast-paced environment Preferred Qualifications - Prior internship or project experience in operations, consulting, process improvement, or customer experience roles - Familiarity with fintech, payments, lending, or BNPL business models - Experience with user journey mapping, service design, or operational auditing methodologies - Exposure to BPO operations, collections processes, or customer support environments - Experience with data analysis tools beyond Excel (e.g., SQL, Python, or BI tools) - Knowledge of the Mexican financial services or consumer credit landscape

Job Information