Global Head of AI-Driven Customer Happiness

WhateverAI; Ciudad de México; Híbrido; MXN 1.800.000 - 2.400.000; Jornada completa

Descripción de la vacante

Clara, a leading Latin American fintech, is seeking a Global Head of Customer Happiness to lead the worldwide Customer Happiness organization. You will define strategy, standards, and operating models across markets, with a strong emphasis on AI-driven customer experiences, data insights, and scalable support models.

You will manage leaders in Mexico, Brazil, and Colombia, align with senior executives, and drive KPI excellence (NPS, CSAT, SLA, productivity) while leveraging tools like Databricks

Formación

• 8+ years of experience in Customer Support, Customer Experience, or related functions.
• Proven experience leading leaders and scaling teams across markets.
• Strong ability to own and improve KPIs (NPS, CSAT, SLA, quality, productivity).
• Extensive experience using AI to automate workflows and scale operations.

Responsabilidades

• Define and execute the global Customer Happiness strategy, OKRs, KPIs, and service standards.
• Lead local leaders across Mexico, Brazil, and Colombia, ensuring high-performance, customer-centric operations.
• Collaborate with Product, Engineering, and Ops to turn customer insights into actions.
• Develop AI-enabled processes, automation, and self-service solutions to improve the customer journey.

Conocimientos

Customer support

Leadership

AI in operations

Data analysis

Cross-functional collaboration

Herramientas

Zendesk

Intercom

Descripción del empleo

Clara, a leading Latin American fintech, is seeking a Global Head of Customer Happiness to lead the worldwide Customer Happiness organization. You will define strategy, standards, and operating models across markets, with a strong emphasis on AI-driven customer experiences, data insights, and scalable support models.

You will manage leaders in Mexico, Brazil, and Colombia, align with senior executives, and drive KPI excellence (NPS, CSAT, SLA, productivity) while leveraging tools like Databricks