Head of Customer Obsession

**Head of Customer Obsession****About Klar**Let’s 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 doesn’t 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 2019We are also proud to have been certified in 2023 as a “Great Place to Work” in Mexico - we’ve worked hard to make that happen and will continue to make bigger strides in the future Sound like a place you’d like to be?**Our people**If you join us at Klar, you’ll be welcomed to 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 (young professionals, parents, LGBTQ+, neurodivergence), you’ll 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 & it’s always at the forefront of our decisions.Klarity - We communicate clearly & with authenticity. It’s in our name & it’s what we do.**The position and your daily adventures**This is a full-time position based in our Mexico City office with a hybrid model, therefore we are looking forward to seeing you in our office 2-3 times per week.**What you can expect**:As Head of Customer Obsession, you will lead our efforts to elevate customer satisfaction, retention, and loyalty. Your mission is to ensure that every customer interaction adds value, fosters trust, and strengthens our brand. You will work cross-functionally with Product, Analytics, Operations, and Marketing to drive customer-centric initiatives that make a tangible impact on Klar’s success.- Lead and mentor the customer support team, fostering a high-performance, customer-first culture.- Develop and optimize customer success strategies to enhance engagement and retention.- Design incentive programs to motivate the team and ensure outstanding customer interactions.- Monitor and analyze key performance metrics, generating actionable insights to improve efficiency and satisfaction.- Define and implement scalable processes to measure and enhance customer experience.- Advocate for customers—translate insights into actionable improvements with Product, Operations, and Marketing teams.- Drive innovation by identifying pain points and proactively improving processes and policies.**What we are looking for**:- Bachelor’s degree in Management, Business Administration, Economics, Mathematics or related fields.- 5+ years of experience in Customer Support required.- 5+ years managing teams.- Experience in the financial or technological sector is strongly preferred.- Advanced English level.- Experience in taking data driven decisions.- A very results oriented leader.What you’ll bring:- Proven experience in customer experience, support, or customer success leadership roles.- Strong analytical skills to translate data into impactful strategies.- Ability to lead and inspire cross-functional teams in a fast-paced environment.- Experience designing and implementing customer success programs.- Excellent communication and problem-solving skills.- If you’re passionate about putting customers at the heart of every decision, we’d love to hear from you**Our offer to you**:- 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- Food vouchers- Medical Insurance- Computer device- 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 you're interested in**Klar is a safe place for everyone**Should you require any accommodations through the recruitment process, please don’t hesitate to let us know how we can help