Global Head of AI-Driven Customer Happiness

Clara Lending Co.; Ciudad de México; Hybride; MXN 1 800 000 - 3 200 000; Plein temps

Avantages offerts par ce poste

ESOP

Annual learning budget

Hybrid work model

Résumé du poste

Clara Lending Co. in Mexico City is seeking a Global Head of Customer Happiness to lead Clara’s worldwide Customer Happiness organization.

You’ll set strategy, standards, and operating models across markets, working closely with the CEO and Product to scale AI-driven customer experiences. Lead Mexico, Brazil, and Colombia teams, define OKRs and KPIs, own NPS/CSAT/SLA metrics, and partner with senior leaders to turn data into improvements.

Qualifications

• 8+ years in customer support/experience roles in high-growth settings.
• Experience leading leaders and scaling multi-market teams.
• Proven KPI ownership for NPS, CSAT, SLA, and productivity.
• Strong interest in using AI tools to automate workflows.
• Executive presence with cross-functional stakeholder management.
• Excellent communication and adaptability in fast-changing environments.

Responsabilités

• Lead global Customer Happiness and set strategy, standards, and operating model.
• Define OKRs, KPIs, and service standards; drive execution across markets.
• Leverage AI, automation, and data to scale support and improve outcomes.
• Partner with senior leaders to voice customer needs and influence strategy.
• Oversee talent, tools, capacity, and AI resources to support growth.
• Monitor metrics like NPS, CSAT, SLA, and response/resolution times.

Connaissances

Executive leadership

AI-driven operations

Cross-functional collaboration

Data-driven decision making

Analytical mindset

Cloud/BI tools

Outils

Zendesk

Intercom

Databricks

Metabase

Description du poste

Clara Lending Co. in Mexico City is seeking a Global Head of Customer Happiness to lead Clara’s worldwide Customer Happiness organization.

You’ll set strategy, standards, and operating models across markets, working closely with the CEO and Product to scale AI-driven customer experiences. Lead Mexico, Brazil, and Colombia teams, define OKRs and KPIs, own NPS/CSAT/SLA metrics, and partner with senior leaders to turn data into improvements.