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 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

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