Bilingual Customer Success Manager (English/Spanish) – Customer Service, Quality Assurance & ComplianceABOUT THE ROLEThe 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.COMPENSATIONBase salary: 40,000 MXN - 45,000 MXN gross per monthPerformance bonusPaid training from day oneBENEFITSGrocery vouchers: 10% of salary after the 90-day probation periodReferral bonus: up to $500 USDNo evenings, no weekendsWHAT YOU'LL DOCustomer ServiceLead, develop, and manage the Customer Service team (supervisors and representatives), including staffing, scheduling coordination, performance management, and escalation handlingEstablish and maintain service standards, procedures, and service level targets for inbound/outbound calls, email, chat, and text interactionsOwn the resolution of escalated customer complaints and disputes, ensuring timely, documented, and compliant resolutionMonitor customer satisfaction (CSAT/NPS), first contact resolution, and service level results; identify root causes and implement corrective actionsPartner with Sales, Loyalty, and Recovery leadership to improve the end-to-end customer journey and reduce repeat contactsQuality AssuranceOversee monitoring of inbound/outbound call recordings, real-time calls, email, chat, and text messages for all customer-facing employeesDevelop, maintain, and update QA scorecards for each line of business (sales, collections, customer service), covering quality,



compliance, conversion/retention, and customer experienceFacilitate regular calibration sessions with operations leaders (and clients, when required) to ensure consistent scoring and feedbackImplement real-time QA feedback and alerts to address performance issues proactivelyIntegrate 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 stakeholdersComplianceEnsure 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 closurePrepare for and support client audits, compliance reviews, and requests for documentation or evidenceMaintain, communicate, and enforce company policies and procedures; monitor policy adherence and elevate violations as appropriateStay current on regulatory and client requirement changes, updating QA protocols, scripts, scorecards, and training materials accordinglyTrack and report compliance incidents, complaints, and risk trends to leadershipCoaching & LeadershipLead gap‐closing coaching sessions based on QA and compliance findings, and ensure supervisors deliver consistent, documented coachingPartner 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 ethicsLead, hire, and develop the QA and Compliance team (analysts/auditors), setting goals and evaluating performancePromote a culture of accountability, transparency, ethical conduct,



and continuous improvementAct as a trusted advisor to leadership, ensuring quality and compliance insights are embedded in decision‐makingSpecial projects or duties as assigned or requiredHOW SUCCESS IS MEASUREDQA score (overall and by line of business / agent) and percentage of agents meeting targetCompliance audit pass rate; number and severity of compliance violations; time to close corrective actionsClient audit results and client‐reported compliance issues (target: zero critical findings)Customer complaints and escalation rate; complaint resolution timeCustomer satisfaction (CSAT/NPS) and First Contact Resolution (FCR)Service level, Average Handle Time (AHT), and abandonment rate for Customer Service queuesQA monitoring coverage (evaluations completed vs. plan) and calibration varianceCoaching completion rate and post‐coaching performance improvementWHAT WE'RE LOOKING FORRequiredBilingual English/Spanish: advanced English (C1 or higher), written and spoken5+ years of experience in a call center/BPO, financial services, or regulated environment, including 3+ years managing Customer Service, Quality Assurance, and/or Compliance teamsDemonstrated experience with U.S. consumer financial regulations (FDCPA, TCPA, CFPB / Regulation F) in collections, lending, or sales environmentsProven experience building QA scorecards, running calibration, conducting compliance audits, and supporting client auditsHands‐on experience with Zendesk, Five9, and Infinity (LMS); proficiency with QA andcall monitoring platforms (Enthu, NICE, Talkdesk QA, Observe.AI, or equivalent)Strong data analytics capabilities (Excel, Power BI, Tableau) and thorough knowledge of MS OfficeStrong leadership presence: able to coach, mentor, and teach, manage cross‐departmental relationships, and act as a change agentExcellent written and verbal communication with all levels of employees, U.S. leadership, and clients; able to develop and deliver presentationsAble to maintain confidential information, meet deadlines, and plan short- and long‐term goalsNice to haveBachelor's degree in Business Administration, Quality Management, Compliance, Law, or related fieldExperience in sales, collections/recovery, and customer service programsFamiliarity with AI and automation tools for QA and complianceKnowledge of local consumer and data privacy laws#J-*****-Ljbffr

📌 Customer Success Manager (Xico)
🏢 GENESIS MANAGEMENT
📍 Xico