Content CX Manager

About Klar

Let’s start with the basics! Klar is a Mexican fintech startup whose mission is to democratize and revolutionize the way in which financial services have been delivered so far in Mexico, especially since half of the population doesn’t have a bank account. We offer a rich set of products across our debit and credit offers and the future is bright for Klar! We have an exciting and ambitious roadmap to bring more features to our products so that we can better serve our users. We have served more than 2 million users since our launch in 2019! 

We are also proud to have been certified in 2023 as a “Great Place to Work” in Mexico - we’ve worked hard to make that happen and will continue to make bigger strides in the future! Sound like a place you’d like to be?

Our people

If you join us at Klar, you’ll be welcomed to a team which is rich in many talents and we are very proud! With our head office in Mexico City, and remote tech hubs in Berlin and Argentina, we are always learning something new about another culture or language. With so many people from different backgrounds and walks of life (young professionals, parents, LGBTQ+, neurodivergence), you’ll definitely find your people here! 

Our values

• Ownership - We own our successes & our failures as a team.
• Excellence - We do everything to the best of our ability & always seek to achieve a new level of excellence in our work.
• Inclusion - We believe we are stronger together and actively work to promote a safe, diverse, inclusive, and respectful culture.
• Customer Obsession - We understand the value Klar can bring to its customers & it’s always at the forefront of our decisions.
• Klarity - We communicate clearly & with authenticity. It’s in our name & it’s what we do.

The position and your daily adventures

The Content CX Manger will lead the teams responsible for QA, Content, and Training within Customer Experience. This role ensures that agents have the tools, knowledge, and guidance they need to deliver outstanding customer support and resolve issues efficiently. This is a full-time position based in our Mexico City office with a hybrid model, therefore we are looking forward to seeing you in our office 2-3 times per week.  

What you can expect:

• Own and continuously improve the contact type tree, redesigning it as needed to ensure we capture the level of detail required for high-quality insights and reporting.
• Align cross-functional processes to turn new product launches, policy changes, and operational updates into clear documentation for agents — including policies, flows, and knowledge base content.
  
• Redesign and maintain the knowledge base to make it intuitive, easy to navigate, and optimized for agents to quickly find and follow procedures.
• Develop scalable processes for QA oversight of the BPO, ensuring adherence to high operational standards and consistency across partners.
• Collaborate closely with the BPO leadership to align QA methodologies, training expectations, and performance metrics.
• Supervise and mentor the Content team to ensure agents are empowered with the right tools, resources, and training to solve customer needs effectively.
• Lead the creation of training programs—both foundational and ongoing—to support onboarding, upskilling, and continuous improvement for all agent roles.
• Monitor and improve documentation and training effectiveness through feedback loops, data insights, and QA results.
• Establish standards, templates, and governance models for all CX processes and documentation.
• Ensure timely communication and change-management support for new processes, updates, and launches that impact frontline teams.

What we are looking for:

• Bachelor’s degree in Communications
• Advanced English level
• Strong analytical thinking and structured problem-solving abilities.
• Experience leading enablement, QA, CX operations, training, or process design teams.
• Ability to work cross-functionally
  

Our offer to you:

• Competitive salary based on performance and experience
• Chance of earning Klar stock options
• 15 days of paid vacation per year; plus extended maternity and paternity leaves
• Vacation premium
• 30 days of Christmas bonus
• Food vouchers
• Medical Insurance
• Computer device
• Wellhub  subscription to offer mental and physical health
• Sponsored coaching and therapy sessions via Modern Health
• A modern centrally located office in Mexico City with free drinks, snacks, and regular social events
• International work environment with amazing and highly skilled people
• A world class team that helps you evolve your skills in areas you're interested in

Klar is a safe place for everyone!

We trust our highly skilled and diverse team and we’re committed to creating a welcoming and inclusive environment for new talents to flourish. We value diversity and welcome all applications regardless of gender, nationality, ethnic and social origin, religion/belief, physical abilities, age, sexual orientation and identity.