Customer Experience Sr. BA

Responsibilities

• End-to-End Project Ownership : Lead complex CX projects from problem identification and analysis through solution design, implementation, measurement, and iteration.
• Projects may include automation pilots, new support flows, escalation frameworks, QA improvements, and other initiatives aimed at improving and scaling the operation.
• Design, test, and implement automated workflows and AI-powered solutions that improve customer journeys, increase self-service, and reduce operational effort and resolution times.
• Monitor AI performance and partner with Data & AI teams to continuously improve existing solutions and launch new capabilities.
• Analyze operational KPIs, contact drivers, customer behavior, and trends to identify opportunities and root causes.
• Translate insights into prioritized initiatives and measure their impact on customer experience and operational performance.
• Map and optimize CX processes end-to-end, identifying opportunities for simplification, standardization, automation, and self-service.
• Design solutions that enable the operation to scale without proportionally increasing complexity or manual effort.
• Own and continuously improve the knowledge used by both AI and support agents, ensuring content is accurate, clear, structured, and aligned with current products and processes.
• Use complex and recurring cases as a source of insights to identify systemic issues and drive structural improvements.
• Partner closely with Product, Operations, Data & AI, and other stakeholders to solve customer pain points at the root cause and successfully implement high-impact improvements.

Requirements

• Bachelor’s degree in an engineering discipline or analytical field.
• Experience with Excel and intermediate knowledge of SQL and Python.
• Using data to investigate problems, identify patterns, generate actionable insights, and support decision-making.
• Strong written and verbal communication skills, with the ability to translate complex problems and findings into clear, simple, and actionable recommendations.
• Comfortable working across teams and disciplines, proactively seeking input, challenging ideas constructively, and bringing the right people together to solve problems.
• Advanced English level, as most internal communication at Klar takes place in English.

Our values

Ownership - We own our successes & our failures as a team. Excellence - We do everything to the best of our ability & always seek to achieve a new level of excellence in our work. Inclusion - We believe we are stronger together and actively work to promote a safe, diverse, inclusive, and respectful culture. Customer Obsession - We understand the value Klar can bring to its customers & it’s always at the forefront of our decisions. Klarity - We communicate clearly & with authenticity. It’s in our name & it’s what we do. The position and your daily adventures As a Senior CX Specialist, you will play a key role in evolving and scaling our Customer Experience operation. You will own initiatives end-to-end, using data, automation, and AI to identify opportunities, design solutions, and improve both the customer experience and operational efficiency. This is a full-time position based in our Mexico City office with a hybrid model, therefore we are looking forward to seeing you in our office 2-3 times per week.

What you can expect

As a Senior CX Specialist, you will play a key role in evolving and scaling our Customer Experience operation. You will own initiatives end-to-end, using data, automation, and AI to identify opportunities, design solutions, and improve both the customer experience and operational efficiency.

Complex Case & Root-Cause Analysis

Support the resolution of cases that require deeper expertise, analysis, or cross-functional coordination.

AI & Automation Mindset

Genuine curiosity and interest in AI, automation, and emerging tools, with a desire to apply them to real operational and customer problems.

Process & Scalability Mindset

Strong ability to understand complex processes, identify inefficiencies, and design simpler, more scalable solutions.

Project Management

Ability to structure and drive initiatives end-to-end, coordinate stakeholders, manage dependencies, and follow through from problem identification to measurable results.

Our offer to you

Competitive salary based on performance and experience Chance of earning Klar stock options 15 days of paid vacation per year; plus extended maternity and paternity leaves Vacation premium 30 days of Christmas bonus Food vouchers Medical Insurance Computer device Wellhub subscription to offer mental and physical health Sponsored coaching and therapy sessions via a Mental Health Platform A modern centrally located office in Mexico City with free drinks, snacks, and regular social events 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 Klar is a safe place for everyone! 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. Should you require any accommodations through the recruitment process, please don’t hesitate to let us know how we can help!