Customer Experience Sr. BA

Job description

About Klar We're turning one of the world's largest underbanked markets into something fairer, simpler, and more transparent. 7 million users served since 2019. Uber's first global credit card, built right here in Mexico. Klar Empresarial, a brand-new B2B solution — Klar Empresarial — bringing agile credit and smart accounts to SMEs who've been ignored by traditional banks for too long. And a full banking license on the horizon, because our customers asked for it and we listened. We move fast, we think big, and we go all in, because as our CEO puts it: "Growing doesn't always mean going further. Sometimes it means going deeper." Behind all of it is a team of 30+ nationalities, working across Mexico City, Berlin, and Argentina, obsessed with building financial products that are simpler, faster, and fairer than anything that came before. This is Klar, and we're seeking the people who'll write the next chapter. Our people If you join us at Klar, you’ll be welcomed to a team that 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! 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 As a Senior CX Specialist, you will play a key role in evolving and scaling our Customer Experience operation. You will own initiatives end-to-end, using data, automation, and AI to identify opportunities, design solutions, and improve both the customer experience and operational efficiency. 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 a Senior CX Specialist, you will play a key role in evolving and scaling our Customer Experience operation. You will own initiatives end-to-end, using data, automation, and AI to identify opportunities, design solutions, and improve both the customer experience and operational efficiency. Your main responsibilities will include: End-to-End Project Ownership : Lead complex CX projects from problem identification and analysis through solution design, implementation, measurement, and iteration. Projects may include automation pilots, new support flows, escalation frameworks, QA improvements, and other initiatives aimed at improving and scaling the operation. AI & Automation : Design, test, and implement automated workflows and AI-powered solutions that improve customer journeys, increase self-service, and reduce operational effort and resolution times. Monitor AI performance and partner with Data & AI teams to continuously improve existing solutions and launch new capabilities. Data-Driven CX Optimization : Analyze operational KPIs, contact drivers, customer behavior, and trends to identify opportunities and root causes. Translate insights into prioritized initiatives and measure their impact on customer experience and operational performance. Scalable Process Design : Map and optimize CX processes end-to-end, identifying opportunities for simplification, standardization, automation, and self-service. Design solutions that enable the operation to scale without proportionally increasing complexity or manual effort. Knowledge Management: Own and continuously improve the knowledge used by both AI and support agents, ensuring content is accurate, clear, structured, and aligned with current products and processes. Complex Case & Root-Cause Analysis: Support the resolution of cases that require deeper expertise, analysis, or cross-functional coordination. Use complex and recurring cases as a source of insights to identify systemic issues and drive structural improvements. Cross-Functional Collaboration: Partner closely with Product, Operations, Data & AI, and other stakeholders to solve customer pain points at the root cause and successfully implement high-impact improvements. What we are looking for: Bachelor’s degree in an engineering discipline or analytical field. Analytical & Data Skills: Experience with Excel and intermediate knowledge of SQL and Python. Using data to investigate problems, identify patterns, generate actionable insights, and support decision-making. AI & Automation Mindset: Genuine curiosity and interest in AI, automation, and emerging tools, with a desire to apply them to real operational and customer problems. Process & Scalability Mindset: Strong ability to understand complex processes, identify inefficiencies, and design simpler, more scalable solutions. Project Management: Ability to structure and drive initiatives end-to-end, coordinate stakeholders, manage dependencies, and follow through from problem identification to measurable results. Communication Skills : Strong written and verbal communication skills, with the ability to translate complex problems and findings into clear, simple, and actionable recommendations. Collaboration: Comfortable working across teams and disciplines, proactively seeking input, challenging ideas constructively, and bringing the right people together to solve problems. English Proficiency: Advanced English level, as most internal communication at Klar takes place in English. 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 a Mental Health Platform 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!