Klar

Content CX Manager

Klar

full-time

Posted on:

Location Type: Hybrid

Location: Mexico City • Mexico

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About the role

  • Own and continuously improve the contact type tree, redesigning it as needed to ensure we capture the level of detail required for high-quality insights and reporting
  • Align cross-functional processes to turn new product launches, policy changes, and operational updates into clear documentation for agents — including policies, flows, and knowledge base content
  • Redesign and maintain the knowledge base to make it intuitive, easy to navigate, and optimized for agents to quickly find and follow procedures
  • Develop scalable processes for QA oversight of the BPO, ensuring adherence to high operational standards and consistency across partners
  • Collaborate closely with the BPO leadership to align QA methodologies, training expectations, and performance metrics
  • Supervise and mentor the Content team to ensure agents are empowered with the right tools, resources, and training to solve customer needs effectively
  • Lead the creation of training programs—both foundational and ongoing—to support onboarding, upskilling, and continuous improvement for all agent roles
  • Monitor and improve documentation and training effectiveness through feedback loops, data insights, and QA results
  • Establish standards, templates, and governance models for all CX processes and documentation
  • Ensure timely communication and change-management support for new processes, updates, and launches that impact frontline teams

Requirements

  • Bachelor’s degree in Communications
  • Advanced English level
  • Strong analytical thinking and structured problem-solving abilities
  • Experience leading enablement, QA, CX operations, training, or process design teams
  • Ability to work cross-functionally
Benefits
  • 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 Modern Health
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
QA methodologiesprocess designtraining program developmentdocumentation managementdata analysis
Soft Skills
analytical thinkingstructured problem-solvingcross-functional collaborationmentoringcommunication
Certifications
Bachelor’s degree in Communications