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

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 elevate 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 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 deci

📌 Customer Success Manager (Ciudad de México)
🏢 GENESIS MANAGEMENT
📍 Ciudad de México