Bilingual Customer Success & Compliance Leader

GENESIS BPO; Ciudad de México; On-site; MXN 36,000 - 44,000; Full time

Benefits offered by this job

Performance bonus

Paid training from day one

Job summary

GENESIS BPO's Mexico City operation seeks a Customer Success Manager to lead Customer Service, QA, and Compliance teams. You will drive service excellence, monitor regulatory adherence, and collaborate with leadership to align processes with US and Mexican requirements.

In this role, you will coach supervisors, develop QA scorecards, and oversee audits. The position emphasizes strong English/Spanish communication, data analysis, and a customer-first approach across sales, loyalty, and recovery

Qualifications

• Bilingual English/Spanish: advanced English (C1+), written and spoken.
• 5+ years in a call center/BPO, financial services, or regulated environment.
• 3+ years managing Customer Service, QA, and/or Compliance teams.
• Experience with U.S. financial regulations (FDCPA, TCPA, CFPB/Regulation F).
• Experience building QA scorecards, calibration, and audits (client audits).
• Hands-on with Zendesk, Five9, Infinity LMS; QA monitoring tools experience.
• Strong data analytics capabilities (Excel, Power BI, Tableau).
• Strong leadership, mentoring, cross-department collaboration.
• Excellent written and verbal communication; confidentiality and deadlines.

Responsibilities

• Lead Customer Service, QA, and Compliance teams, including staffing and performance management.
• Set service standards, SLAs, and handle escalated issues with compliant resolutions.
• Monitor CSAT/NPS, FCR, and identify root causes with corrective actions.
• Develop QA scorecards and calibrations; deliver regular dashboards to leadership.
• Ensure adherence to FDCPA, TCPA, CFPB, and local data privacy regulations.
• Coach and develop team members; drive coaching plans and PIP programs.
• Collaborate with sales, loyalty, and recovery to improve customer journeys.

Skills

Bilingual English/Spanish

Leadership

Regulatory compliance

QA scorecards

Data analytics

Customer service leadership

Education

Bachelor's degree

Tools

Zendesk

Five9

Infinity LMS

QA platforms

Job description

GENESIS BPO's Mexico City operation seeks a Customer Success Manager to lead Customer Service, QA, and Compliance teams. You will drive service excellence, monitor regulatory adherence, and collaborate with leadership to align processes with US and Mexican requirements.

In this role, you will coach supervisors, develop QA scorecards, and oversee audits. The position emphasizes strong English/Spanish communication, data analysis, and a customer-first approach across sales, loyalty, and recovery