Customer Success Champion

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Oversee customer interactions across all active communication channels, primarily addressing complex or sensitive cases escalated by our AI agent.

• Ensure prompt, clear, and respectful resolution of cases while upholding high service quality standards and maintaining proper documentation.

• Engage in proactive outreach to customers when case sensitivity, customer requirements, or business priorities necessitate follow-up, clarification, or preventive support.

• Serve as the voice of the customer within Baubap, elevating recurring or systemic issues and ensuring customer impact is considered in internal decision-making.

• Recognize recurring pain points from frontline interactions and convert them into structured proposals for improvement.

• Assist in the implementation and follow-up of approved initiatives aimed at enhancing customer experience, operational efficiency, or communication clarity.

• Keep current with product updates, policies, and tools to guarantee accurate and consistent service delivery.

⛳️ Requirements

• A minimum of 2 years of professional experience in an organization, ideally within startup, technology, fintech, banking, or financial services sectors.

• Background in roles that involve direct customer interaction with digital products or tech-enabled services.

• Familiarity as an active user of financial services (banking, credit, fintech products), possessing a basic understanding of the operation of digital financial products.

• Experience working in remote or distributed teams, utilizing CRMs, ticketing systems, or digital support tools.

• Strong problem-solving and decision-making abilities, especially in complex or sensitive customer situations.

• Exceptional written grammar and strong verbal communication skills.

• English proficiency at B1 level or higher.

• Full-time availability with on-site presence, working from the office while managing digital customer communication channels.

🏝️ Benefits

• 20 vacation days per year + 75% holiday bonus (Prima Vacacional)

• 1 month (proportional) of Christmas bonus (Aguinaldo)

• Food vouchers

• Health & Life insurance

• Competitive salary