Spin is FEMSA's business unit that enriches and simplifies people's lives through financial and digital solutions that help our users and communities make the most of their time and money.
The Spin ecosystem consists of simple, agile, and accessible solutions that assist our customers in meeting everyday needs while earning rewards. These include Spin by OXXO, our digital wallet; Spin Premia, our loyalty program; and Spin Negocios, which offers various solutions for businesses, such as NetPay and OXXO PAY.
As the Head of CX Operations for our newly created credit unit, you will lead efforts to optimize customer support processes, drive operational efficiency, and improve key customer satisfaction metrics.
Key Responsibilities:
Customer Support Management:
- Oversee the day-to-day operations of customer support, ensuring timely and accurate resolution of inquiries and account adjustments.
- Develop and implement best practices for handling customer interactions, maintaining high service standards.
Operational Efficiency:
- Monitor and improve key performance indicators (KPIs) such as Contact Resolution Time (CTS), Contact Rate, and Net Promoter Score (NPS).
- Identify and address bottlenecks in operational workflows to enhance efficiency and reduce costs.
Team Leadership:
- Supervise and support the customer support team, providing guidance and training to ensure consistent performance.
- Foster a collaborative and customer-focused work environment.
Customer Experience Enhancement:
- Gather and analyze customer feedback to identify trends and areas for improvement in service delivery.
- Collaborate with cross-functional teams to implement changes that improve the overall customer experience.
Performance Reporting:
- Regularly report on operational performance and customer satisfaction metrics to management.
- Use data-driven insights to propose and implement improvements to processes and customer engagement strategies.
Required Qualifications
- 5+ years of experience as head of customer support or customer operations roles, preferably within financial services or tech companies
- Proven track record in managing customer support teams and optimizing operational workflows.
- Strong analytical skills to monitor KPIs and drive performance improvements.
- Excellent communication and problem-solving abilities.
- Bachelor’s degree in Business Administration, Operations, or a related field.
Preferred Qualifications:
- Experience with customer service tools and platforms.
- Familiarity with financial services regulations in Mexico
Digital FEMSA está comprometida con un lugar de trabajo diverso e inclusivo.
Somos un empleador que ofrece igualdad de oportunidades y no discrimina por motivos de raza, origen nacional, género, identidad de género, orientación sexual, discapacidad, edad u otra condición legalmente protegida.
Si desea solicitar una adaptación, notifique a su Reclutador.