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? 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
Experie
📌 Senior CS (Ciudad de México)
🏢 MStar
📍 Ciudad de México
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