Job Opportunity: Senior CS & AI Ops Specialist (Hybrid Tech / CX Operations)AtMstar, we are transforming financial services and theAuto Title Loanindustry in Mexico.
We are looking for aSenior CS & AI Ops Specialistto 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 theoperational and technical bridgebetween 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 CasesTarget 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).

📌 Customer Service Sr & Ai Specialist (Nezahualcóyotl)
🏢 MStar
📍 Nezahualcóyotl