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 (Ciudad de México)
🏢 MStar
📍 Ciudad de México