Senior CX Architect: AI-Driven, Scalable Support

Klar S.A de C.V.; Ciudad de México; Híbrido; MXN 700.000 - 1.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Stock options

15 days paid vacation

Vacation premium

30 days Christmas bonus

Food vouchers

Medical Insurance

Computer device

Wellhub health subscription

Coaching and therapy sessions

Modern office in Mexico City

Descripción de la vacante

Klar is seeking a Senior CX Specialist to elevate our Customer Experience operations in a hybrid Mexico City setup. You will own CX initiatives end-to-end, applying data, automation, and AI to improve customer journeys and operational efficiency.

You'll lead cross-functional efforts with Product, Operations, and Data & AI, driving scalable CX processes and knowledge management. English proficiency is required for internal communications.

Formación

• Bachelor's degree in engineering or analytical field.
• Experience with Excel; SQL & Python.
• Advanced English; strong written and verbal communication.

Responsabilidades

• End-to-End Project Ownership: lead CX projects from problem identification to results.
• AI & Automation: design and implement automated workflows and AI-powered solutions.
• Data-Driven CX Optimization: analyze KPIs and trends to identify opportunities and root causes.
• Scalable Process Design: map and optimize CX processes end-to-end for scale.
• Knowledge Management: maintain AI and support content aligned with products.
• Complex Case & Root-Cause Analysis: support complex issues and drive improvements.
• Cross-Functional Collaboration: work with Product, Operations, Data & AI and others.

Conocimientos

Analytical skills

Excel

SQL

Python

English proficiency

Project management

Communication

Collaboration

AI & automation mindset

Process design

Educación

Bachelor's degree in engineering or analytical field

Herramientas

SQL

Python

Descripción del empleo

Klar is seeking a Senior CX Specialist to elevate our Customer Experience operations in a hybrid Mexico City setup. You will own CX initiatives end-to-end, applying data, automation, and AI to improve customer journeys and operational efficiency.

You'll lead cross-functional efforts with Product, Operations, and Data & AI, driving scalable CX processes and knowledge management. English proficiency is required for internal communications.