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Director of Service Excellence

extra holidays
Remote: 
Full Remote
Contract: 
Full time
Experience: 
Senior (5-10 years)
Work from: 
Mexico

Offer summary

Qualifications:

Bachelor's degree in Business Administration or related field, Minimum 8 years experience in customer service or operations management.

Key responsabilities:

  • Develop and implement strategies to enhance customer service and operational excellence
  • Oversee B2C and B2B customer service, establish QA standards, design training programs
Kueski logo
Kueski Fintech: Finance + Technology SME https://kueski.com/
501 - 1000 Employees
About Kueski
Kueski is the largest online consumer lender in Mexico, that provides financial services for users who are ineligible for traditional bank loans. Thanks to its technology and data analysis criteria, the company has positioned itself as a market leader. In 2016, Adalberto Flores, CEO and Co-founder of Kueski, was recognized as Mexican Entrepreneur of the Year by Endeavor. Tuesday Capital, Victory Park Capital, Sobrato Family, Angel Ventures Mexico, Rise Capital, Core Ventures Group, Ariel Poler, Pedro Aspe, Bismarck Lepe, Variv Capital, David Begler, Endeavor Catalyst, and Auria Capital are among the companies betting on this project. Check out the Jobs section to see all the open positions that we have, and enjoy the most creative, smart, disruptive and fun team that you could imagine.
See more Kueski offers

Job description

About Kueski
At Kueski, we're dedicated to improving the financial lives of people in Mexico. Since 2012, we've been the leading buy now, pay later (BNPL) and online consumer credit platform in Latin America, known for our innovative financial services. Our flagship product, Kueski Pay, provides seamless payment solutions for both online and in-store transactions, establishing itself as the preferred option for a quarter of Mexico's top e-commerce merchants. Notably, we were the first to introduce BNPL on Amazon Mexico.

We're a tech company with a culture geared toward innovation, collaboration, and impact, fostering a strong, diverse, and inclusive company culture. In 2023, Kueski was recognized as the top BNPL platform by Fintech Breakthrough and earned the title of one of Mexico's most ethical companies from AMITAI. Additionally, we ranked as one of the Best Companies for Female Talent by EFY.

Purpose

The Director of Service Excellence will lead and oversee the Service Excellence department within the Customer Operations (Customer Ops) division. This role aims to enhance the overall customer experience by managing and optimizing customer service for both B2C and B2B clients, ensuring high standards in Quality Assurance (QA), and driving continuous improvement through Learning & Development (L&D) initiatives. The Director will also support the Collections Ops area by providing targeted QA and L&D for collections agents (Client Partners).

The Service Excellence Director will play a crucial role in ensuring that our customer operations are efficient, effective, and consistently exceed customer expectations.

Key Responsabilities
  • Leadership & Strategy:
  • Develop and implement strategies to enhance customer service and operational excellence.
  • Align departmental goals with the overall objectives of the Customer Ops division and the company's mission.

    • Customer Service Management:
  • Oversee the B2C and B2B customer service teams, ensuring exceptional service delivery.Monitor and analyze customer feedback to identify areas for improvement.

    • Quality Assurance:
  • Establish and maintain QA standards for all customer interactions.
  • Regularly review and audit processes to ensure compliance and identify improvement opportunities.

    • Learning & Development:
  • Design and implement comprehensive training programs for customer service and collections agents.
  • Foster a culture of continuous learning and professional development.

    • Collaboration and Support:
  • Work closely with the Strategy, Planning & Reporting area to ensure adequate Workforce Management (WFM), channel administration, and capacity planning.
  • Provide QA and L&D support to the Collections Ops area, ensuring collections agents are well-equipped to meet performance standards.

    • Position Requirements
  • Bachelor's degree in Business Administration, Management, or a related field (Master's preferred).
  • Minimum of 8 years of experience in customer service or operations management, preferably within the fintech or financial services industry.
  • Proven track record of leading and developing high-performing teams.
  • Experience in Quality Assurance and Learning & Development.
  • Strong understanding of B2C and B2B customer service dynamics.
  • Familiarity with collections operations and support functions.

    • Skills
  • Leadership: Ability to inspire, motivate, and lead teams towards achieving organizational goals.
  • Strategic Thinking: Strong analytical skills and the ability to develop and implement strategic plans.
  • Communication: Excellent verbal and written communication skills, with the ability to convey complex ideas clearly.
  • Problem-Solving: Strong problem-solving skills and the ability to make data-driven decisions.
  • Collaboration: Ability to work effectively with cross-functional teams and build strong relationships.
  • Adaptability: Flexibility to adapt to a rapidly changing environment and manage multiple priorities.
  • Customer Centric Mindset: Deep commitment to understanding and meeting customer needs and expectations. Customer Driven decisions.
    • Kueski: Where talent excellence improves Mexican lives

    #LifeAtKueski #KueskiTalent

    Required profile

    Experience

    Level of experience: Senior (5-10 years)
    Industry :
    Fintech: Finance + Technology
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Learning DevelopmentB2B AdvertisingCustomer CentricityCustomer Relationship Management

    Other Skills

    • Communication
    Are you interested?

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