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 OverviewLocation: 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 PositioningYou 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 ResponsibilitiesAI 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 / KPIsAI Bot Resolution Rate & Intent Recognition AccuracySupport Workflow Conversion Rate & SOP CoverageResponse Time for Escalated CasesTarget Persona & Adecuado BackgroundExperience: 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.

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