Customer Experience Manager

As a leader in the dining industry, OpenTable is dedicated to enhancing the restaurant experience for millions of diners and over 60,000 restaurant partners. With more than 25 years of innovation, OpenTable, a subsidiary of Booking Holdings, Inc. (NASDAQ: BKNG), empowers restaurants through advanced technology, allowing them to prioritize their teams, guests…

Become a part of Quadient, the global authority in Customer Experience Management (CXM) solutions.At Quadient, we foster an environment that promotes growth and success through our core values: Empowerment, Passion, Inspiration, and Community.We are on the lookout for a dynamic sales professional with a proven track record to expand our CXM and SaaS business within the Financial Services & Insurance (FS&I) sectors across Mexico. Your role will include managing pivotal client relationships, generating new business opportunities, and collaborating with Presales and Professional Services teams to ensure seamless delivery and exceptional customer satisfaction.Propel sales of Quadient’s CXM and SaaS solutions throughout Mexico, particularly focusing on the FS&I sector.Develop and oversee a portfolio of strategic accounts.Engage with C-suite executives to identify their needs and provide customized solutions.Collaborate with Presales and Professional Services teams to facilitate successful implementations.Maintain accurate sales forecasts and proactively address pipeline risks.

About Nelo Nelo is a fintech and e-commerce company based in Mexico, focused on offering consumers in Latin America a modern alternative to traditional credit cards. The company processes over $500 million in annualized GMV and generates $70 million in annualized revenue. Nelo has raised more than $40 million in venture capital from investors such as Homebrew, Two Sigma Ventures, and Susa Ventures, and holds a $100 million asset credit facility from Victory Park Capital. The team includes experienced professionals from companies like Uber, Amazon, Rappi, and DiDi. With offices in Mexico City and New York City, Nelo values agility, analytical thinking, and efficiency as it continues to grow. Role Overview: Customer Experience Agent Nelo is hiring a Customer Experience Agent in CDMX. This is not an entry-level role; every agent is expected to operate at a Tier 3 support level from the start. The role calls for independent decision-making, strong judgment, and analytical skills. As part of a focused support team, the Customer Experience Agent will handle complex user issues, analyze problems across different systems, and work with product and engineering teams when needed. Insights from this role will help improve automation and support strategies. This position suits someone who is comfortable with ambiguity, adapts quickly, and is motivated to help build an AI-augmented customer experience operation. Why Join Nelo’s Support Team? Nelo has automated over 60% of inbound support tickets, and the automation journey is still early. The team values creative problem solvers who go beyond following scripts. Agents are encouraged to spot automation gaps, improve processes, and find new solutions for emerging challenges. Key Responsibilities Deliver prompt, accurate, and empathetic support through WhatsApp, email, and internal tools. Handle complex user scenarios, including escalations and detailed inquiries.

Crunchyroll seeks a Workplace Experience Manager based in Mexico City. This position centers on building an office environment that encourages teamwork and helps people do their best work. The manager will guide daily operations and make sure the workspace matches Crunchyroll’s values. Key responsibilities Shape and maintain an engaging atmosphere for employees at the office Foster a culture of collaboration and satisfaction by managing the workplace thoughtfully Ensure office facilities and services reflect the company’s values Role focus This role focuses on both the day-to-day experience in the office and the broader culture that supports Crunchyroll’s team in Mexico City.

Customer Experience Team LeadJoin Nelo and lead the CX team to elevate agent performance, quality, and coaching at one of Mexico's most dynamic fintech companies.As part of Nelo's rapidly expanding CX operation, you will oversee a team that engages with millions of transactions involving credit, payments, and e-commerce. This role is pivotal, focusing on operational leadership while ensuring our agents deliver exceptional service daily.In this position, you will take charge of functional supervision of all frontline agents, driving coaching, quality assurance, daily performance management, and handling escalations effectively.This role requires being present in our Mexico City office 80% of the time, fostering direct engagement with your team.

About NeloNelo is a pioneering consumer fintech and e-commerce platform in Mexico, boasting over $500MM in annualized GMV and $70MM in annualized revenue. Our mission is to empower consumers throughout Latin America by offering a modern alternative to traditional credit cards.Having secured more than $40M in venture capital from esteemed investors such as Homebrew, Two Sigma Ventures, and Susa Ventures, Nelo has also acquired a $100M asset credit facility from Victory Park Capital.Our efficient team comprises seasoned leaders from top-tier technology firms like Uber, Amazon, Rappi, and DiDi. We take pride in our speed, intellectual rigor, and operational efficiency.Nelo operates from offices in Mexico City and New York City.Role OverviewWe are seeking a Customer Experience Specialist with the ability to operate autonomously, demonstrating sound judgment and analytical skills. This role is not designed for entry-level candidates; all agents are expected to approach tasks with a Tier 3 support mindset from the outset.As a member of our high-performing support team, you will be entrusted with resolving complex issues, analyzing user problems across various systems, and collaborating with product and engineering teams when necessary. Additionally, you will play a key role in enhancing our automation processes and support strategies by identifying insights and anomalies clearly.This position is ideal for individuals who thrive in uncertain environments, adapt quickly, and are excited about the prospect of building an exceptional, AI-augmented customer experience operation.Why This RoleAt Nelo, we have successfully automated over 60% of inbound tickets, and we are just beginning. This evolution in the role of the customer experience agent means we are searching for individuals who can think creatively like product analysts rather than simply following scripts.If you are someone who enjoys problem-solving but dislikes repetitive tasks, this is the right place for you. You will assist us in capturing what automation overlooks, fixing what fails, and continually redefining how challenges can be addressed.

Location: Mexico City (Hybrid; in office 3 days per week) With millions of diners, over 60,000 restaurant partners, and more than 25 years of industry excellence, OpenTable—part of Booking Holdings, Inc. (NASDAQ: BKNG)—stands as a leader committed to fostering the success of restaurants. Our cutting-edge technology allows dining establishments to concentrate on their core values: their team, their guests, and their profitability, while helping diners find and book the ideal restaurant for any occasion. At OpenTable, every team member plays a crucial role in shaping our operations and culture. Join a global team that values hospitality, collaboration, and innovation. We are in search of a proactive and technically adept leader to fill the role of Senior Customer Experience Supervisor. This essential position requires a forward-thinking individual who is not afraid to question existing practices and suggest strategic improvements. The right candidate will possess the skills to build and lead a top-tier team, fostering an environment of creativity, empowerment, and continuous growth. Key Responsibilities: Drive strategic initiatives to enhance customer experience by leveraging insights from various data sources, including LevelAI, to identify customer trends and preferences. Critique current processes and suggest innovative enhancements to improve overall efficiency. Recruit and develop a high-performing team from the ground up, promoting a culture of innovation and empowerment. Utilize LevelAI for in-depth analysis of customer interaction data to adopt a data-driven approach for enhancing customer satisfaction. Conduct audits and inspections to ensure the highest standards of customer experience are consistently achieved across all touchpoints. Establish clear team goals and priorities, using analytics insights to steer strategic projects aimed at improving customer experience outcomes. Oversee the integration of AI tools to gain deeper insights into customer behavior and operational efficiency.

Join Nubank as a Customer Service Analyst, where you'll be at the forefront of delivering exceptional customer experiences. In this role, you will analyze customer interactions, identify areas for improvement, and ensure our services meet the high standards our customers expect. Your insights will help shape our customer service strategy and enhance overall satisfaction.

Airbnb, founded in 2007, has transformed the way travelers connect with local communities through unique stays and experiences. With over 5 million hosts and 2 billion guest arrivals globally, our platform fosters authentic connections.The Community You Will Join:The Operator Experiences Supply Team is an innovative, multidisciplinary group focused on sourcing, onboarding, and managing the world’s premier experiences. Our goal is to identify and cultivate exceptional experiences worldwide, collaborating with outstanding tour operators, landmarks, and businesses to enhance Airbnb’s offerings.We actively seek out high-quality experience providers, guiding them through a seamless onboarding process and supporting them throughout their journey. Through strategic sourcing and relationship management, we ensure our curated experiences remain diverse and unforgettable.The Difference You Will Make:The Senior Market Manager will lead the acquisition of scaled experiences and manage top-performing accounts in your designated region. You will oversee the overall health and lifecycle of operator-led supply, from sourcing curated offerings to onboarding and optimizing existing partners for growth. Balancing the needs of our design, business, legal, and leadership teams, you will build a robust supply marketplace and serve as an ambassador for Airbnb Experiences within the industry.A Typical Day:This dynamic role requires a goal-oriented, creative industry expert who possesses a deep understanding of the experiences and tourism sectors, combined with business acumen. You will be instrumental in driving growth in a developing market segment.

Join Us as an Operations Associate in Resource ManagementAt Sitetracker, we are seeking a detail-oriented Operations Associate to become a vital member of our Customer Experience Operations Team. In this role, you will ensure the seamless execution of our services business by effectively managing project setups, resource allocations, and accurate billing processes.You will collaborate closely with Delivery Managers, Project Managers, and the Operations Team to tackle practical challenges, including:Identifying the best talent for specific projects,Ensuring precise billing for time and materials,Maintaining organized and clean project data.By enhancing and streamlining our operational processes, you will allow our delivery teams to concentrate on providing exceptional customer service. Familiarity with Salesforce, CPQ, and Certinia (FinancialForce) is advantageous, as you will utilize these platforms daily to monitor project progress and deliver meaningful results.If you possess a passion for problem-solving, enjoy teamwork, and have a keen eye for detail, this position offers you the chance to learn and grow while making a significant impact on our operations.Key Responsibilities:As an Operations Associate, you will be the driving force behind successful project execution, managing everything from project initialization to resource planning and billing workflows. You will ensure the right personnel are assigned to projects at the appropriate times, aligning assignments with required skills to enhance efficiency and quality of service delivery. Your insights will empower leadership to make informed, data-driven decisions based on your reports. You will act as a proactive operational partner to Delivery Managers, Finance, and Project Managers, identifying recurring challenges and advocating for scalable solutions to improve data quality and automate processes. Collaborating closely with the Operations Manager, you will contribute to high-impact strategic initiatives, including process redesigns and tool enhancements, representing Operations in cross-functional projects aimed at improving customer delivery. Your expertise in Salesforce, Certinia, and internal tools will establish you as a key team member who guarantees that no detail is overlooked.

Join Flywire as a Payment Experience Associate I, where your proficiency in Portuguese will play a vital role in enhancing our clients’ payment experiences. You will be responsible for providing exceptional support to customers, ensuring that their transactions are seamless and efficient. This position is perfect for individuals who thrive in a fast-paced environment and are eager to engage with a global clientele.

As a Technical Account Manager at Glia, you will play a vital role in ensuring the success and satisfaction of our clients. You will leverage your technical expertise to provide clients with tailored solutions, ensuring they maximize the value of our products and services. Collaborating closely with cross-functional teams, you will act as a trusted advisor, guiding our clients through technical challenges and helping them achieve their business objectives.

Join Jellyfish Careers as a Customer Success Manager and become an integral part of our dedicated team focused on enhancing client satisfaction and driving customer engagement. You will be responsible for building strong relationships with clients, understanding their needs, and ensuring they derive maximum value from our services.In this role, you will work closely with cross-functional teams to deliver tailored solutions, proactively address client concerns, and identify opportunities for account growth.

About PayJoyAt PayJoy, we are driven by a mission to empower underserved communities in emerging markets to attain financial stability and success. Our innovative secured credit technology serves as a gateway for new customers to access the credit system. Through our point-of-sale financing and credit card solutions, we enhance our customers' quality of life, allowing them to embrace opportunities as micro-entrepreneurs while also providing a safety net in challenging times. By leveraging advanced machine learning, data science, and anti-fraud AI, we have positively impacted over 18 million customers by 2025, achieving robust profitability and sustainable growth.Role OverviewAs the Optimization Project Manager, you will be pivotal in shaping the strategic vision, roadmap, and performance of our self-service tools, such as Chatbots and IVR systems. This role transcends a purely technical focus; it emphasizes understanding user needs, articulating the product strategy, and ensuring that our automated support solutions offer an exceptional experience for both customers and clerks. You will oversee the complete product lifecycle, translating business requirements into impactful automated features that enhance efficiency and customer satisfaction.

Join our dynamic team at Miratech as a CX Project Manager specializing in Genesys Cloud solutions. In this pivotal role, you will oversee the planning and execution of customer experience projects, ensuring alignment with our strategic goals while leveraging your expertise in Genesys Cloud. You will collaborate with cross-functional teams to deliver innovative solutions that enhance customer engagement and satisfaction. If you are passionate about customer-centric project management and have a proven track record in using Genesys Cloud, we want to hear from you!

Cato Networks is looking for a Customer Success Manager based in Mexico City. The main focus of this position is to help clients maximize the value they receive from Cato's network security solutions. Key responsibilities Support customers as they use Cato's products and services Build and maintain strong client relationships Promote ongoing customer engagement with Cato's network security offerings Location This role is based in Mexico City, Mexico.

Role Overview Instructure is hiring a Customer Success Manager based in Mexico. This role focuses on helping clients reach their goals with Instructure’s educational technology products. Success in this position means building solid relationships, understanding each customer’s needs, and helping them use Instructure’s tools effectively. What You Will Do Develop and maintain strong connections with customers Learn about each client’s objectives and challenges Guide customers in using Instructure’s products to support their success

Role overview Scopely seeks a Workplace Experience Coordinator to support its Mexico City office. This position centers on fostering a welcoming and productive environment for employees, shaping the daily office experience. What you will do Organize and coordinate workplace activities and events Support employee engagement initiatives Contribute to maintaining an office atmosphere that promotes collaboration and productivity Location This role is based onsite in Mexico City, Mexico.

Join our team as a Key Account Manager (Customer Success Manager) and take charge of nurturing relationships with our most strategic clients. Your role will be pivotal in ensuring their growth, product adoption, and sustained value generation. We are looking for a consultative profile with a strong business vision and strategic thinking, capable of making financially impactful decisions. This position merges executive management, commercial analysis, and cross-functional leadership in a dynamic and innovative environment.Key Responsibilities:Directly manage a portfolio of key accounts, ensuring retention, expansion, and client satisfaction.Identify and implement upsell and cross-sell opportunities, driving the adoption of new modules and services.Build and maintain strong relationships with C-level executives (CEOs, CIOs, CMOs) in healthcare institutions.Design and execute quarterly account plans, aligning operational and business objectives with client needs.Coordinate with Activation, Support, Product, and Technology teams to ensure impeccable service delivery.Lead Quarterly Business Reviews (QBRs) with strategic clients, showcasing results, adoption metrics, and next steps.Monitor critical metrics such as Net Revenue Retention (NRR), Monthly Recurring Revenue (MRR), and Net Promoter Score (NPS), proactively addressing churn signals.Represent the voice of the customer within the organization, influencing product roadmaps and improvement decisions.Conduct strategic field visits to strengthen relationships and identify new expansion opportunities.Qualifications:Over 5 years of experience managing strategic accounts in SaaS, HealthTech, or B2B enterprise environments.Experience with technology products in the healthcare sector (PACS, RIS, EMR, or similar).Proficient in analyzing commercial, contractual, and product adoption metrics.Demonstrated negotiation and executive communication skills.Advanced proficiency in Excel/Google Sheets, CRM (preferably HubSpot), and BI tools (Looker, Redash).Willingness to travel frequently within Mexico and meet clients in person.

About PayJoyAt PayJoy, we are dedicated to transforming financial access for underserved communities in emerging markets. Our innovative secured credit technology serves as a gateway for new customers to enter the credit system, facilitating a modern quality of life through point-of-sale financing and card offerings. By empowering our customers, we enable them to become micro-entrepreneurs and provide them with a safety net during challenging times. With over 18 million customers served and a commitment to sustainable growth, our cutting-edge machine learning, data science, and anti-fraud AI technologies are at the forefront of our mission.Role OverviewWe are seeking a dynamic Customer Support Manager to lead and optimize our Customer Support Area, ensuring maximum efficiency, productivity, and customer satisfaction while driving profitability. In this role, you will supervise daily operations and implement strategies that enhance customer experiences and support our organizational goals.