Who we are?

There’s a fintech revolution underway in Mexico, and Clip is leading the way!

Clip is the leading platform for digital payments and financial solutions. We were born with the idea that all businesses in Mexico should have the opportunity to access the latest innovation in financial technology, driven by #ElPoderDeClip.

Being part of Clip will make you proud. You will work in what you are passionate about within a talented community, in a safe space where you can be your best self and where growth means constant learning.

The Role

We are looking for a Customer Happiness Manager to be part of this amazing and fast-growing Fintech.

The Customer Happiness Manager is responsible of providing an extraordinary customer service and to promote this idea throughout the organization. Keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and provide an excellent customer experience.

What will I be doing?

• Develop service procedures, policies and standards
• Manage contact center
• Engage and service customers through multi-channel communication.
• Identifying, setting up, and tracking appropriate customer happiness KPIs
• Exceed industry standard service levels in response time.
• Continuously assess service operations and refine processes as the business evolves in order to provide customer-focused solutions.
• Create monthly reporting to inform the business on Customer Service performance and customer feedback.
• Resolve customer issues to achieve the highest level of customer satisfaction and first contact resolution.
• Mentor and develop customer happiness agents and nurture an environment where they can excel through encouragement and empowerment
• Managing the customer feedback (product improvement pipeline to solve future customer problems before they happen).
• Seeking new technologies and methods to improve the quality and efficiency of our customer happiness efforts.

Ideal Canditate

• Desirable Bachelor’s degree in Administration, Economics or Related field.
  
• At least 3 years as a Manager in related field
• Advanced proficiency in Excel
• Proficient English speaker
• Strong communications skills
• Time management
• Team Management
• Exceptional organizational and multitasking skills
• Excellent problem solving and analytic skills
• Attention to detail
• Self-motivated
• Ability to work under pressure.

Clip was born with the genuine idea of financial inclusion and this has been our way of living ever since.

In Clip, we are committed to a diverse and inclusive workplace. Clip does not discriminate on any basis of origin, gender identity, sexual orientation, race, disability, age or other legal status. Clip is an equal opportunity employer.

If you are unstoppable, creative and have the skills we need, we want to hear from you!