? 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