Bilingual Customer Success Leader — QA, Compliance & Service

Mainspring Management, LLC; Ciudad de México; Hybrid; MXN 36,000 - 44,000; Full time

Benefits offered by this job

Grocery vouchers: 10% after probation

Referral bonus: up to $500 USD

Job summary

Mainspring Management, LLC in Mexico City is seeking a Customer Success Manager to lead Customer Service, QA, and Compliance. You will manage a bilingual team, drive high-quality customer interactions, and ensure regulatory adherence across U.S. and Mexican requirements.

Reports to the Director of Operations and collaborates with cross-functional teams. The role emphasizes coaching, performance monitoring, and continuous improvement to deliver exceptional customer experiences while maintaining

Qualifications

• Bilingual English/Spanish required at advanced level (C1+).
• 5+ years in call center/financial services or regulated environment with leadership experience.
• Strong knowledge of U.S. consumer financial regulations (FDCPA, TCPA, CFPB).

Responsibilities

• Lead Customer Service team, including supervisors and reps.
• Oversee QA scoring, compliance audits, and coaching programs.
• Ensure adherence to U.S. financial regulations and Mexican laws.
• Develop dashboards and reports for QA, performance, and risk trends.
• Partner with Operations, Training, and US leadership to set tone for compliant, customer-focused service.

Skills

Bilingual English/Spanish

Customer service leadership

Quality assurance

Regulatory compliance knowledge

Data analytics

Education

Bachelor's degree (Business/Quality/Compliance)

Tools

Zendesk

Five9

Infinity LMS

Job description

Mainspring Management, LLC in Mexico City is seeking a Customer Success Manager to lead Customer Service, QA, and Compliance. You will manage a bilingual team, drive high-quality customer interactions, and ensure regulatory adherence across U.S. and Mexican requirements.

Reports to the Director of Operations and collaborates with cross-functional teams. The role emphasizes coaching, performance monitoring, and continuous improvement to deliver exceptional customer experiences while maintaining