Head of Customer Experience & Support (Operations)

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 2019!

We are also proud to have been certified 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 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), 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.

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, you’ll work at the heart of customer support transformation—leveraging 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.

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 journey—including chat, email, phone, social, and in-app messaging—ensuring 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 alignment—scaling 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

You’ll 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, you’ll collaborate with stakeholders across Product, Tech, Legal, and Ops, ensuring customer empathy is embedded into everything we deliver.

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.

• 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 you're interested in

Klar is a safe place for everyone!
We trust our highly skilled and diverse team and we’re 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 don’t hesitate to let us know how we can help!