Content CX Manager
hace 2 días
About KlarKlar is a Mexican fintech startup dedicated to democratizing and revolutionizing financial services in Mexico. Since our launch in 2019, we have served more than 2 million users and are proud to have been certified as a “Great Place to Work” in Mexico in 2023.ValuesOwnership – We own our successes and failures as a team.Excellence – We strive for the highest quality in everything we do.Inclusion – We build a safe, diverse, and respectful culture.Customer Obsession – We put the value Klar can bring to customers at the forefront of every decision.Klarity – We communicate clearly and authentically.Position: Content CX ManagerThe Content CX Manager leads the teams responsible for QA, Content, and Training within Customer Experience. Based in our Mexico City office, this full‑time role is hybrid – we expect you to be in the office 2–3 times per week.ResponsibilitiesOwn and continuously improve the contact type tree to capture high‑quality insights.Align cross‑functional processes to document product launches, policy changes, and operational updates for agents.Redesign and maintain the knowledge base for intuitive navigation.Develop scalable QA processes for the BPO, ensuring high operational standards.Collaborate with BPO leadership on QA methodologies, training expectations, and performance metrics.Supervise and mentor the Content team to empower agents with the right tools and training.Lead the creation of training programs for onboarding, upskilling, and continuous improvement.Monitor and improve documentation and training effectiveness through feedback loops and data insights.Establish standards, templates, and governance models for all CX processes and documentation.Ensure timely communication and change‑management support for new processes and launches that impact frontline teams.QualificationsBachelor’s degree in Communications.Advanced English proficiency.Strong analytical thinking and structured problem‑solving abilities.Experience leading enablement, QA, CX operations, training, or process design teams.Ability to work cross‑functionally.BenefitsCompetitive salary based on performance and experience.Chance to earn Klar stock options.15 days of paid vacation per year; extended maternity and paternity leaves.Vacation premium.30 days of Christmas bonus.Food vouchers.Medical insurance.Computer device.Wellhub subscription for mental and physical health.Sponsored coaching and therapy sessions via Modern Health.Modern centrally located office in Mexico City with free drinks, snacks, and regular social events.International work environment with highly skilled people.Klar is a safe place for everyone We value diversity and welcome all applications regardless of gender, nationality, ethnic and social origin, religion/belief, physical abilities, age, sexual orientation and identity. #J-18808-Ljbffr
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