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 & Adecuado 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 (Xico)
🏢 MStar
📍 Xico