Head of Customer Experience & Support - Remote

Overview

Klar is a Mexican fintech startup on a mission to democratize financial services in Mexico. We aim to serve our users better with innovative products and a strong customer support team.

In Short

• Lead the development of customer support strategies in Financial Services.
• Optimize the omnichannel CX journey across various platforms.
• Act as a strategic liaison between Customer Support and other teams.
• Drive complex, cross-functional initiatives to scale support operations.
• Define and monitor KPIs for performance evaluation.
• Ensure compliance with local regulatory standards.
• Inspire a customer-centric culture within cross-regional teams.
• Collaborate with stakeholders to improve customer experience.
• Manage dashboards to track CX metrics and present updates.
• Contribute to strategic discussions at the leadership level.

Requirements

• 8+ years of experience in Customer Experience or Support Programs.
• Proven project and program management skills.
• Advanced data literacy and experience with analytics tools.
• Fluent in English and Spanish.

Benefits

• Competitive salary based on performance.
• Opportunity to earn stock options.
• 15 days of paid vacation per year.
• Medical Insurance and wellness programs.
• Modern office environment in Mexico City.
• International work environment with skilled colleagues.