Director of Service Excellence

About Kueski

At Kueski, we're dedicated to improving the financial lives of people in Mexico. Since 2012, we've been the leading buy now, pay later (BNPL) and online consumer credit platform in Latin America, known for our innovative financial services. Our flagship product, Kueski Pay, provides seamless payment solutions for both online and in-store transactions, establishing itself as the preferred option for a quarter of Mexico's top e-commerce merchants. Notably, we were the first to introduce BNPL on Amazon Mexico.

We're a tech company with a culture geared toward innovation, collaboration, and impact, fostering a strong, diverse, and inclusive company culture. In 2023, Kueski was recognized as the top BNPL platform by Fintech Breakthrough and earned the title of one of Mexico's most ethical companies from AMITAI. Additionally, we ranked as one of the Best Companies for Female Talent by EFY.

Purpose

The Director of Service Excellence will lead and oversee the Service Excellence department within the Customer Operations (Customer Ops) division. This role aims to enhance the overall customer experience by managing and optimizing customer service for both B2C and B2B clients, ensuring high standards in Quality Assurance (QA), and driving continuous improvement through Learning & Development (L&D) initiatives. The Director will also support the Collections Ops area by providing targeted QA and L&D for collections agents (Client Partners).

The Service Excellence Director will play a crucial role in ensuring that our customer operations are efficient, effective, and consistently exceed customer expectations.

Key Responsabilities

• Leadership & Strategy:

• Develop and implement strategies to enhance customer service and operational excellence.

• Align departmental goals with the overall objectives of the Customer Ops division and the company's mission.

Customer Service Management:

• Oversee the B2C and B2B customer service teams, ensuring exceptional service delivery.Monitor and analyze customer feedback to identify areas for improvement.

Quality Assurance:

• Establish and maintain QA standards for all customer interactions.

• Regularly review and audit processes to ensure compliance and identify improvement opportunities.

Learning & Development:

• Design and implement comprehensive training programs for customer service and collections agents.

• Foster a culture of continuous learning and professional development.

Collaboration and Support:

• Work closely with the Strategy, Planning & Reporting area to ensure adequate Workforce Management (WFM), channel administration, and capacity planning.
• Provide QA and L&D support to the Collections Ops area, ensuring collections agents are well-equipped to meet performance standards.

Position Requirements

• Bachelor's degree in Business Administration, Management, or a related field (Master's preferred).
• Minimum of 8 years of experience in customer service or operations management, preferably within the fintech or financial services industry.
• Proven track record of leading and developing high-performing teams.
• Experience in Quality Assurance and Learning & Development.
• Strong understanding of B2C and B2B customer service dynamics.
• Familiarity with collections operations and support functions.

Skills

• Leadership: Ability to inspire, motivate, and lead teams towards achieving organizational goals.
• Strategic Thinking: Strong analytical skills and the ability to develop and implement strategic plans.
• Communication: Excellent verbal and written communication skills, with the ability to convey complex ideas clearly.
• Problem-Solving: Strong problem-solving skills and the ability to make data-driven decisions.
• Collaboration: Ability to work effectively with cross-functional teams and build strong relationships.
• Adaptability: Flexibility to adapt to a rapidly changing environment and manage multiple priorities.
• Customer Centric Mindset: Deep commitment to understanding and meeting customer needs and expectations. Customer Driven decisions.

Kueski: Where talent excellence improves Mexican lives

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