Head of Customer Operations

At Kueski, we're dedicated to improving the financial lives of people in Mexico. Since 2012, we've been the leading buy now, pay later (BNPL) and online consumer credit platform in Latin America, known for our innovative financial services. Our flagship product, Kueski Pay, provides seamless payment solutions for both online and in-store transactions, establishing itself as the preferred option for nearly 30% of Mexico's top e-commerce merchants. Notably, we were the first to introduce BNPL on Amazon Mexico.

We're a tech company with a culture geared toward innovation, collaboration, and impact, fostering a strong, diverse, and inclusive workplace. Our commitment to excellence and ethical business practices has earned us multiple industry recognitions. In 2024, we were named one of the World’s Top FinTech Companies by CNBC and recognized as one of the most ethical companies in Mexico by AMITAI. Additionally, we were certified as a Best Place to Work for LGBTQ+ Equality by HRC Equidad MX 2025 and ranked among the Best Companies for Female Talent by EFY.

Purpose

The Head of Customer Operations ensures that Kueski not only fulfills but exceeds its brand promise through a culture dedicated to delighting customers. This executive oversees all facets of customer operations—including B2C and B2B service channels, collections, and back-office functions—to bring sustainable growth and operational excellence. The ideal candidate is a collaborative leader who leverages data-driven insights, advanced technology, and innovative practices to optimize customer experiences and ensure healthy cash flow while upholding the brand’s commitment to service excellence.

Key Responsibilities

Strategic Leadership:

• Develop and execute the operational strategies for both Collections and Customer Service, ensuring alignment with overall corporate goals and financial targets.

• Collaborate with Design, Product, Marketing, and other teams to analyze the customer journey, drive product improvements, and ensure a seamless customer experience.

• Partner with Product, Data, Engineering to identify opportunities for automation, digital enhancements, and process improvements for Collections and Customer Service operations.

Operational & Financial Management:

• Be accountable for all aspects of collections operations, from forecasting and performance metrics to optimizing recovery rates and improving cash flow.

• Effectively manage resources to meet budget goals and operational capacity targets while maintaining compliance with regulatory standards.

• Analyze financial and operational data to identify trends, improve collection efficiency, and optimize service delivery.

• Ensure compliance with legal, regulatory, and internal policies while mitigating risks associated with credit management and customer satisfaction.

Customer Advocacy & Culture Building:

• Champion the voice of the customer across all functions, ensuring that customer feedback and insights drive strategic decision-making.

• Cultivate a customer-centric mindset and inspire cross-functional teams to innovate on behalf of the customer.

Performance Metrics & Continuous Improvement:

• Define, monitor, and improve customer performance metrics to drive accountability and operational effectiveness.

• Leverage quantitative analysis and business insights to identify strategic opportunities for process improvement and innovation.

• Stay abreast of industry trends and integrate customer success best practices that enhance service delivery.

Cross-Functional Collaboration:

• Oversee and integrate the operations of the B2C and B2B channels to ensure a unified, cross-functional experience for both customers and merchants.

• Facilitate proactive communication and strategic alignment across departments to drive the overall success of customer operations initiatives.

Team Development:

• Build, manage, and nurture a high-performing, scalable organization focused on delivering exceptional customer experiences.

• Develop leadership talent through clear direction, performance metrics, mentoring, and continuous improvement initiatives.

Position Requirements

• 8+ years of management experience in customer service operations, including operational planning, service delivery, collections, and back-office functions—ideally within technology-driven financial services.

• Demonstrated expertise in scaling B2C and B2B customer operations through automation and well-crafted customer experience journeys.

• Proven experience in process re-engineering and in deploying innovative business models (e.g., outsourcing) to enhance efficiency and service quality.

• Strong quantitative and analytical skills to drive data-justified decisions and strategy refinements.

• Exceptional leadership skills with a talent for aligning day-to-day operations with the strategic vision, communicating objectives clearly, and motivating cross-functional teams.

• Excellent negotiation, communication, and conflict resolution skills to manage diverse stakeholders and complex challenges.

• Highly organized with a passion for process optimization, documentation, and agile project management.

• Deep understanding of customer service program development, with an unwavering commitment to customer satisfaction and continuous improvement.

• A proven track record of developing and mentoring teams, creating a high-performance culture that values creativity, innovation, and a deep understanding of customer needs.

• Fluency in both English and Spanish.

You’ll love working at Kueski because:

• We have a mission-driven culture focused on customer value, teamwork, humility,  and integrity.

• Everyone is expected to have role clarity, career growth, and a personal development plan. Feedback and recognition  is embedded in our company processes, systems, and practices.

• We ensure competitive salary, medical insurance, and wellbeing through ample and flexible time off as well as mental healthcare benefits. Everyone is an owner and eligible for competitive stock options with a company poised for success.

• We´re committed to building an inclusive and diverse team and we know this leads to incredible work.

At Kueski we embrace diversity in all forms, systematically promote equity, and ensure everyone feels included with a sense of belonging. We are committed to the full inclusion of all qualified candidates. As part of this commitment, we will make efforts to ensure reasonable accommodations are made during the hiring process. If reasonable accommodation is needed, please let the Talent Acquisition team know.