Customer Success Manager

Reports to: Director of Operations

Department: Customer Success (Customer Service, Quality Assurance & Compliance)

Bilingual Customer Success Manager (English/Spanish) – Customer Service, Quality Assurance & Compliance

GenesisBPO | Polanco, CDMX | On-site | Full-time | Monday–Friday

ABOUT THE ROLE The Customer Success Manager owns three functions for the Mexico City operation: Customer Service, Quality Assurance, and Compliance.

The Customer

Service team and the QA & Compliance team report to this role. The Manager is accountable for the leadership, performance, and results of all three areas. This role safeguards the quality of every customer interaction, ensures full adherence to U.S. federal and state financial service regulations, client (lender) requirements, and applicable Mexican law, and drives a consistent, high-standard customer experience across Sales, Collections/Recovery, Loyalty, and Customer Service programs.

The Manager owns call and interaction monitoring, QA scorecards, compliance audits, policy adherence, and coaching programs, turning quality and compliance data into actionable insights that improve customer satisfaction, reduce risk, and support business growth. Working closely with Operations, Training, and U.S. leadership, this position sets the tone for ethical, compliant, and customer-focused service across the site.

COMPENSATION

- Base salary: 40,000 MXN - 45,000 MXN gross per month
- Performance bonus
- Paid training from day one

BENEFITS

- Grocery vouchers: 10% of salary after the 90-day probation period
- Referral bonus: up to $500 USD
- No evenings, no weekends

WHAT YOU'LL DO

Customer Service

- Lead, develop, and manage the Customer Service team (supervisors and representatives), including staffing, scheduling coordination, performance management, and escalation handling
- Establish and maintain service standards, procedures, and service level targets for inbound/outbound calls, email, chat, and text interactions
- Own the resolution of escalated customer complaints and disputes, ensuring timely, documented, and compliant resolution
- Monitor customer satisfaction (CSAT/NPS), first contact resolution, and service level results; identify root causes and implement corrective actions
- Partner with Sales, Loyalty, and Recovery leadership to improve the end-to-end customer journey and reduce repeat contacts

Quality Assurance

- Oversee monitoring of inbound/outbound call recordings, real-time calls, email, chat, and text messages for all customer-facing employees




- Develop, maintain, and update QA scorecards for each line of business (sales, collections, customer service), covering quality, compliance, conversion/retention, and customer experience
- Facilitate regular calibration sessions with operations leaders (and clients, when required) to ensure consistent scoring and feedback
- Implement real-time QA feedback and alerts to address performance issues proactively
- Integrate and optimize QA technology (speech analytics, sentiment tracking, automated compliance alerts, AI-assisted scoring)
- Prepare and deliver weekly and monthly QA, performance, and trend reports and dashboards to stakeholders

Compliance

- Ensure full adherence to U.S. federal and state financial service regulations (FDCPA, TCPA, CFPB / Regulation F, and related requirements), client (lender) contractual and compliance requirements, and applicable Mexican regulations (including data privacy, LFPDPPP)
- Conduct compliance audits on calls, communications, scripts, and processes; document findings, address deviations immediately, and track corrective action plans to closure
- Prepare for and support client audits, compliance reviews, and requests for documentation or evidence
- Maintain, communicate, and enforce company policies and procedures; monitor policy adherence and escalate violations as appropriate
- Stay current on regulatory and client requirement changes, updating QA protocols, scripts, scorecards, and training materials accordingly
- Track and report compliance incidents, complaints, and risk trends to leadership

Coaching & Leadership
- Lead gap-closing coaching sessions based on QA and compliance findings, and ensure supervisors deliver consistent, documented coaching
- Partner with department leaders and Training to develop coaching plans, PIPs, refresher training, and skill-development programs covering compliance, product knowledge, communication, and service ethics
- Lead, hire, and develop the QA and Compliance team (analysts/auditors), setting goals and evaluating performance
- Promote a culture of accountability, transparency, ethical conduct, and continuous improvement




- Act as a trusted advisor to leadership, ensuring quality and compliance insights are embedded in decision-making
- Special projects or duties as assigned or required

HOW SUCCESS IS MEASURED

- QA score (overall and by line of business / agent) and percentage of agents meeting target
- Compliance audit pass rate; number and severity of compliance violations; time to close corrective actions
- Client audit results and client-reported compliance issues (target: zero critical findings)
- Customer complaints and escalation rate; complaint resolution time
- Customer satisfaction (CSAT/NPS) and First Contact Resolution (FCR)
- Service level, Average Handle Time (AHT), and abandonment rate for Customer Service queues
- QA monitoring coverage (evaluations completed vs. plan) and calibration variance
- Coaching completion rate and post-coaching performance improvement

WHAT WE'RE LOOKING FOR

Required

- Bilingual English/Spanish: advanced English (C1 or higher), written and spoken
- 5+ years of experience in a call center/BPO, financial services, or regulated environment, including 3+ years managing Customer Service, Quality Assurance, and/or Compliance teams
- Demonstrated experience with U.S. consumer financial regulations (FDCPA, TCPA, CFPB / Regulation F) in collections, lending, or sales environments
- Proven experience building QA scorecards, running calibration, conducting compliance audits, and supporting client audits
- Hands-on experience with Zendesk, Five9, and Infinity (LMS); proficiency with QA and call monitoring platforms (Enthu, NICE, Talkdesk QA, Observe.AI, or equivalent)
- Strong data analytics capabilities (Excel, Power BI, Tableau) and thorough knowledge of MS Office
- Strong leadership presence: able to coach, mentor, and teach, manage cross-departmental relationships, and act as a change agent
- Excellent written and verbal communication with all levels of employees, U.S. leadership, and clients; able to develop and deliver presentations
- Able to maintain confidential information, meet deadlines, and plan short- and long-term goals

Nice to have

- Bachelor's degree in Business Administration, Quality Management, Compliance, Law, or related field
- Experience in sales, collections/recovery, and customer service programs
- Familiarity with AI and automation tools for QA and compliance
- Knowledge of local consumer and data privacy laws

HOW TO APPLY

Submit your resume in English. Applications without an English resume can't move forward.

📌 Customer Success Manager (Ciudad de México)
🏢 Genesis BPO
📍 Ciudad de México