? Job Opportunity: Senior CS & AI Ops Specialist (Hybrid Tech / CX Operations)

At Mstar, we are transforming financial services and the Auto Title Loan industry in Mexico. We are looking for a Senior CS & AI Ops Specialist to serve as the critical bridge between our frontline customer support operations and our AI technology.

If you have a strong background in CX operations, process standardization, and a passion for fine-tuning conversational flows and AI logic to elevate customer experience, this role is for you!

? Role Overview

- Location: Mexico City (100% On-site at Paseo de la Reforma offices).
- Employment Type: Full-Time.
- Seniority Level: Senior / Specialist (3–5 years).
- Language Requirements: English (Fluent/Advanced) & Spanish (Native/Fluent)

? Role Positioning

You will act as the operational and technical bridge between Frontline CX and the AI Product/Engineering teams. Your core focus will be mapping SOPs, analyzing conversation logs, fine-tuning AI bot responses and prompts, and handling high-complexity escalations and fraud edge cases.

? Key Responsibilities

- AI Fine-Tuning & Data Annotation: Annotate customer conversation logs, fine-tune AI bot prompts, and refine fallback logic to optimize overall bot performance.
- SOP Standardization: Standardize end-to-end support SOPs, decision trees, and escalation guidelines across teams.
- High-Complexity Escalations: Directly resolve escalated,



complex customer complaints and edge cases that automated tools or frontline agents cannot handle.
- Fraud & Engineering Link: Escalate fraud trends, technical bugs, and systemic issues directly to AI Product Managers and Engineering teams.

? Key Metrics / KPIs

- AI Bot Resolution Rate & Intent Recognition Accuracy
- Support Workflow Conversion Rate & SOP Coverage
- Response Time for Escalated Cases

? Target Persona & Idóneo Background

- Experience: 3–5 years in CX Operations, Quality Assurance (QA), or Support Operations within Fast-Paced Startups or Fintechs.
- Technical Mindset: Semi-technical background with hands-on experience in chatbot logic, decision trees, and prompt management.
- Tooling Expertise: Experience with platforms like Yalo, Yalochat, Zendesk Answer Bot, Intercom, or similar conversational AI systems.
- Languages: Native Spanish + Business Fluent English (capable of discussing technical requirements with software engineers).

Aviso de Diversidad e Inclusión En MStar valoramos la diversidad y la inclusión. Todas nuestras decisiones de contratación se basan exclusivamente en el mérito, la competencia y las necesidades del negocio, sin distinción de raza, color, religión, género, orientación sexual, identidad de género, origen nacional, edad, discapacidad o cualquier otra característica protegida por la ley.

📌 Customer Service Sr & AI Specialist (México)
🏢 MStar
📍 México