Head of Customer Experience & Support (Operations)
Head of Customer Experience & Support (Operations)
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1 Vacancy
Job Description
About KLAR
Lets start with the basics! Klar is a Mexican fintech startup whose mission is to democratize and revolutionize the way in which financial services have been delivered so far in Mexico especially since half of the population doesnt have a bank account. We offer a rich set of products across our debit and credit offers and the future is bright for Klar! We have an exciting and ambitious roadmap to bring more features to our products so that we can better serve our users. We have served more than 2 million users since our launch in 2019!
We are also proud to have been certified as a Great Place to Work in Mexico - weve worked hard to make that happen and will continue to make bigger strides in the future! Sound like a place youd like to be
Our people
If you join us at Klar youll be welcomed into a team which is rich in many talents and we are very proud! With our head office in Mexico City and remote tech hubs in Berlin and Argentina we are always learning something new about another culture or language. With so many people from different backgrounds and walks of life (parents LGBTQ neurodivergence) youll definitely find your people here!
Our values
- Ownership - We own our successes & our failures as a team.
- Excellence - We do everything to the best of our ability & always seek to achieve a new level of excellence in our work.
- Inclusion - We believe we are stronger together and actively work to promote a safe diverse inclusive and respectful culture.
- Customer Obsession - We understand the value Klar can bring to its customers & its always at the forefront of our decisions.
- Klarity - We communicate clearly & with authenticity. Its in our name & its what we do.
About the Role
At the intersection of innovation and customer obsession we are building a world-class Customer Experience (CX) team to redefine how support is delivered in the Financial Services space across Mexico.
We are seeking a Head of Customer Experience & Support to lead regional and cross-functional initiatives that deliver scalable customer-first solutions while ensuring operational efficiency and regulatory compliance.
In this strategic role youll work at the heart of customer support transformationleveraging data automation and stakeholder alignment to enhance satisfaction reduce costs and shape a high-performing customer-obsessed culture. Your mission is to build and scale best-in-class customer experience programs that align with our business goals and regulatory obligations while delivering measurable impact across key CX metrics.
Tasks
What you can expect:
Customer Experience Strategy & Execution
Lead the development and execution of customer support strategies tailored to Financial Services in Mexico.
Own and optimize the omnichannel CX journeyincluding chat email phone social and in-app messagingensuring consistency and personalization.
Serve as the strategic liaison between Customer Support and teams such as Product Tech Risk Collections Legal and Operations.
Act as a voice of the customer in cross-functional forums influencing product and service decisions to improve the end-to-end experience.
Program Management & Operational Excellence
Drive complex cross-functional initiatives that scale support operations while aligning with regional and global business priorities.
Define and monitor KPIs (CSAT NPS AHT FCR IRT TRT) to evaluate performance uncover insights and inform decision-making.
Build and manage dashboards to track metrics and present regular updates to senior leadership.
Partner with Tech & Data teams to design and implement AI-driven and automation-enabled support solutions.
Innovation Compliance & Continuous Improvement
Ensure customer support processes adhere to local regulatory standards and internal compliance requirements.
Identify opportunities to embed machine learning and automation to improve self-service and reduce operational costs.
Foster a culture of experimentation and continuous improvement championing new ideas and technologies to evolve support models.
Leadership & Stakeholder Collaboration
Inspire a high-performing customer-centric culture within cross-regional teams.
Navigate complex stakeholder environments building consensus across Product Engineering Business and Operations.
Support global-to-local alignmentscaling programs while adapting to cultural and regulatory nuances in Mexico.
Actively contribute to strategic discussions at the leadership level advocating for customer insights and long-term CX growth.
The position and your daily adventures
Youll be laying the foundation for customer experience excellence in a fast-paced tech startup. One day you may be troubleshooting an escalation the next designing a VoC (Voice of Customer) framework or leading a multi-country initiative to roll out a new AI-powered support feature. Every day youll collaborate with stakeholders across Product Tech Legal and Ops ensuring customer empathy is embedded into everything we deliver.
Requirements
What we are looking for:
- 8 years of experience leading complex cross-functional Customer Experience or Support Programs in tech fintech or financial services.
- Proven track record in project and program management with strong execution skills.
- Advanced data literacy: experience using data visualization and analytics tools (e.g. SQL Tableau Excel).
- Fluent in English and Spanish (written and verbal)
Preferred Qualifications:
- Deep understanding of financial services credit products or fintech regulations in Mexico.
- Experience leading digital support transformation using automation AI and omnichannel platforms.
- Hands-on experience with CX tools (e.g. Zendesk Salesforce Service Cloud Intercom) and feedback platforms (e.g. Medallia Qualtrics).
- Experience launching or scaling support operations or customer products in Mexico and ideally Latin American markets.
Benefits
- Competitive salary based on performance and experience
- Chance of earning Klar stock options
- 15 days of paid vacation per year; plus extended maternity and paternity leaves
- Vacation premium
- 30 days of Christmas bonus
- Medical Insurance
- Computer devices
- Wellhub subscription to offer mental and physical health
- Sponsored coaching and therapy sessions via Modern Health
- A modern centrally located office in Mexico City with free drinks snacks and regular social events
- International work environment with amazing and highly skilled people
- A world class team that helps you evolve your skills in areas youre interested in
Klar is a safe place for everyone!
We trust our highly skilled and diverse team and were committed to creating a welcoming and inclusive environment for new talents to flourish. We value diversity and welcome all applications regardless of gender nationality ethnic and social origin religion/belief physical abilities age sexual orientation and identity.
Should you require any accommodations through the recruitment process please dont hesitate to let us know how we can help!
Employment Type
Full Time
