Customer Obsession Lead

Permanent employee, Full-time · Mexico

What does KLAR do?

Klar is a Mexican fintech startup whose mission is to democratize and revolutionize the way in which financial services have been delivered so far in Mexico, especially since half of the population doesn’t have a bank account. We have had more than 1 million users since 2021!

We are changing this scenario by offering a tech product that allows users to manage their money through a mobile and web application. Users can withdraw or deposit money from any cash machine, they can also use the card in stores and even do online payments. We don’t have any branches, everything is done and managed through the app. 

Our product roadmap includes offering loans and credit for a larger group of clients based on our very sophisticated credit modeling. 

Life at Klar

We have a very international team with more than 30 nationalities working from Mexico City, Berlin, and remotely. Our founder Stefan Moller is also half German and Mexican, which allowed Klar to think globally since its inception. 

This position is to be performed onsite in our Mexico office.

Your daily adventures will be
We are looking for a Lead of Customer Obsession. As a Lead of Customer Obsession member you will be responsible for leading the team in charge of customer experience. You will work cross-functionally with analytics and product management to design and execute customer success initiatives. Your ability to think strategically, adapt quickly and get things done at all levels of the organization is key. 

What you will do:

  • Supervise the support team. 
  • Design incentive plans and review employee interactions with customers to provide the best possible user experience.
  • Monitor weekly and monthly customer obsession team’s performance. Generate insightful and actionable reports on team’s performance and improvement opportunities.
  • Establish processes and identify appropriate indicators to monitor performance and progress.
  • Identify customer needs and work with various teams (e.g. Operations, Product, Marketing) to implement solutions to meet them.

What you bring to the table
  • 5+ years of experience in Customer Support required.
  • 5+ years managing teams.
  • Experience in financial or technological sector strongly preferred.
  • Bachelor’s degree in Management, Business Administration, Economics, Mathematics or related fields.
What do we offer?
  • Competitive salary based on performance and experience
  • 15 Vacation days
  • 30 days of Christmas bonus
  • Medical Insurance
  • Stock options
  • Flexible work environment, with a hybrid model
  • Extended maternity and paternity leave
  • A modern office with Snacks and drinks
  • International work environment with amazing and highly skilled people
  • A world class team that helps you evolve your skills in areas you're interested in
  • An opportunity to have a real impact in one of the most exciting emerging markets

We trust our highly skilled and diverse team and we’re committed to creating a welcoming and inclusive environment for new talents to flourish. We value diversity and welcome all applications regardless of gender, nationality, ethnic and social origin, religion/belief, physical abilities, age, sexual orientation and identity.

We are looking forward to receiving your application! 
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