Customer Service Leader

Who are we?

IPF Digital is a Financial Services company part IPF Group and trades as Creditea in México. We provide consumer loans, and our mission is to make life easier by offering simple and personalized financial solutions to everyday Mexicans.

Our organizational purpose is to build a better world through financial inclusion, and we see the role Customer Service Leader as being critical in shaping and persevering our organizational culture that is centred around our purpose.

At IPF Digital we are committed to promoting strategies that help us maintain a balance between our personal and work lives, where each of our employees feels motivated and is reflected in business results.

You'll join a highly engaged team ready to help you make your adaptation very easy and simple, and together achieve goals.

The role

The Customer Service Leader will be responsible for leading and optimizing the customer service operations at Creditea, ensuring prompt, effective, and high-quality support across all service channels. This individual will oversee and manage a customer care team, focusing on operational efficiency, issue resolution, and service excellence. They will also collaborate with IT, product, and compliance teams to improve processes, address customer pain points, and enhance overall satisfaction while maintaining a customer-centric approach in every interaction.

The responsibilities

• Ensure high levels of customer satisfaction through excellent service delivery.

• Monitor and analyze customer feedback to identify areas for improvement.

• Implement customer retention strategies and handle escalations effectively.
• Monitor and analyze key performance indicators (KPIs) for customer care and implement action plans to improve metrics.
• Generate reports on customer service metrics and trends.

• Use data analytics to identify pain points and drive strategic improvements.

• Develop and manage processes and workflows that enhance customer satisfaction, ensuring a seamless end-to-end experience across all touchpoints.

• Develop and optimize customer service processes to improve efficiency and reduce handling time. Monitor customer satisfaction and proactively address any issues or concerns to ensure a positive customer experience.

• Supervise and train the customer care team, ensuring high-quality standards and optimal response times are maintained.

• Serve as the primary point of contact (POC) for managing external BPO partners, overseeing service delivery.

• Ensure adherence to SLAs (Service Level Agreements) and quality standards. Collaborate closely with product, marketing, and IT teams to integrate customer feedback into product improvements and service enhancements.

• Implement continuous training programs for the team, ensuring alignment with industry best practices.

• Stay updated on industry trends and competitor offerings to provide relevant insights and recommendations to merchants/partners.

• Implement automation and technology solutions (e.g., CRM systems, chatbots) to enhance service delivery.

• Actively participate in team meetings with Europe team and contribute to the continuous improvement of customer success strategies and processes. (meetings conducted in English).

• Manage relationships with other departments (stakeholders) such as Finance, Collections, IT, CX, BI, Marketing and BO.

• Work closely with development and product teams, and report issues by opening technical tickets through Jira software and follow up until resolution.

So, what skills, knowledge, and experience do you have?

Skills

• Analytical skills in data analysis.
• Statistical analysis.
• Comfort with ambiguity.
• Collaborative approach to achieving business outcomes.
• Flexibility and willingness to get hands-on when needed.
• Intermediate in verbal and written English.

Knowledge & Experience

• Exceptional Communication and Leadership Skills.
• Expertise in KPIs and Performance Metrics.
• Expert Knowledge of Customer Service Best Practices.
• Problem-Solving and Analytical Expertise.
• Continuous Improvement and Process Optimization.
• Excellent Communication skills.
• High personal energy and enjoy a lively environment.
• Ability to handle customer escalations and complaints effectively.
• Ability to collect and analyze customer feedback.
• Coaching and mentoring skills to develop team members.
• Time management and ability to prioritize tasks under pressure.
• Process improvement mindset (experience in optimizing workflows).
• Change management and adaptability to new processes or tools.
• Ability to analyze performance metrics and reporting.
• Familiarity with CRM and ticketing systems (Salesforce, , etc.).
• Change management / continues improvement.
• Good understanding of financial analysis and accounting principles.
• Understanding of the reconciliation process (financial processes).
• Self-motivated and accountable for team performance.
• Results-driven, focused on achieving key KPIs.
• Comfortable in a fast-paced and dynamic environment.
• Experience in Digital Financial Services.
• Previous Experience in Customer Service (B2C).
• Knowledge and Management of Customer Service KPIs.
• Customer Feedback and Satisfaction Management.
• Customer Success Experience (Desirable).
• Leadership Experience.
• Intermediate English proficiency

Qualifications

• Bachelor’s degree in: Administration, Industrial Engineer, Communications or similar.
• What we can offer you
• Work with the best team in a startup environment.
• Hybrid working model.
• Work Leave Permissions additional to the Law.
• Work Life Balance Program with different initiatives.
• Free Lunch once per week.
• Various team building events throughout the year.
• Unlimited online Medical Attention, Psychological and Nutritional Advisory.
• Self – care.

Sounds good?

If your answer is yes, please send us your CV.

Only short – listed candidates will be contacted. All short – listed candidates will be invited to do an initial online screening as part of the recruitment process.

IPF Digital México is an Equal Opportunity Employer, and we value diversity and inclusion in the workplace. We seek to recruit, develop, and retain the most talented people from diverse cultures, perspectives, skill, and experiences within our workforce.

All employment will be based on merit, competence, performance, and business needs.