The mission:

As a Customer Champion, your mission is to deliver exceptional, customer-centered service across all our communication channels while fiercely advocating for every customer you support.

You are responsible for managing day-to-day customer interactions particularly complex or sensitive cases escalated by our AI agent ensuring each situation is handled with empathy, clarity, sound judgment, and efficiency. Every conversation is an opportunity to build trust and reinforce Baubap’s commitment to dignity, transparency, and fairness throughout the loan lifecycle.

Beyond service execution, you act as the voice of the customer within Baubap. You proactively surface recurring pain points, push for timely and effective solutions, and collaborate cross-functionally to ensure customer needs are heard, prioritized, and addressed.

By transforming frontline feedback into actionable insights and supporting initiatives that impact our business OKRs, you help strengthen customer satisfaction, operational performance, and long-term retention ensuring that as we scale through automation,



we never lose our human touch.

The expected outcome:

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- Maintain Customer Satisfaction (CSAT) at ≥ 90%, consistently delivering high-quality, customer-centered service in all escalated interactions.
- Demonstrate exceptional empathy and emotional intelligence while acting as a true customer advocate ensuring that decisions, processes, and solutions are consistently viewed through the lens of the customer’s experience and expectations.
- Proactively identify recurring pain points and transform them into structured, actionable insights that are documented, tracked over time, and clearly communicated across the organization to drive meaningful improvements.
- Take strong ownership of improvement initiatives by proposing solutions, supporting execution, and independently developing the skills or knowledge required to move ideas forward.
- Contribute to solving root causes not only resol

📌 Customer Success Champion (México)
🏢 Remote en Baubap
📍 México