Customer Champion

The Customer Champion mission:

At Baubap, your role is much more than just supporting customers. You’ll be at the heart of everything we do. As the first point of contact for our users, you’ll have a direct impact on how people experience our platform and services. Every interaction you have helps build trust and loyalty, and your ability to solve problems with empathy and precision truly makes a difference.

But this isn’t just a support role — it’s an opportunity to shape the future of financial services in Mexico. You'll work closely with our Product and Engineering teams to share customer feedback and lead initiatives that make our product better. Your insights will directly influence how we evolve and improve.

The expected outcomes:

• Consistently deliver high-quality service that maintains or improves our current CSAT score of 89% or higher.
• Process loan disbursements within the established timeframes, maintaining an error rate below 1% across all transactions.
• Evaluate client documentation with precision, ensuring compliance with internal guidelines and minimizing rework or misclassification to under X% of cases reviewed.
• Provide insights or documented observations based on customer interactions that can be shared with Data Science and Engineering to drive product or process enhancements.
• Serve as the voice of the customer by clearly communicating key trends, pain points, and feedback during monthly review sessions or feedback loops with internal teams.

The day to day task:

• Assist customers in our office and through our communication channels such as Voice calls, WhatsApp, ensuring their experience, satisfaction, and resolution are prioritized.
• Address and resolve inquiries from all our customers as soon as possible.
• Collaborate with internal teams, such as Engineering and Product, in order to bring important client insights that can translate into product improvements.
• Evaluate exceptional loan requests from clients taking into consideration the customer experience.
• Innovate and negotiate solutions for specific situations where clients can not pay their loans on time.
• Receiving documents, packages and occasional office visitors.

Why YOU should apply:

• You have at least 2 years of professional experience in customer support roles, dealing directly with clients, preferably in the financial services or fintech industry.
• You are familiarity with customer service tools such as CRMs, or chat platforms such as Intercom.
• You feel confident about your Social Media knowledge, as you will get to solve our customers' questions via Facebook, Whatsapp and Instagram.
• You are excellent spelling and grammar, as well as great communication skills.
• You have strong problem-solving and critical thinking skills which are essential when handling various client situations.
• Desirable knowledge of process optimization tools such as Jira, Miro, among others.
• Desirable product knowledge/mindset, leading and/or participating in usability tests and customer interviews.
• You have an English level: B1 or higher.
• You’re comfortable with change in a fast-paced startup and always on the lookout for smarter, more efficient ways to do things.

We're growing fast and facing exciting challenges: scaling our operations, increasing customer satisfaction, and delivering a seamless, human-centered experience, all at once. If you’re passionate about helping people, love working cross-functionally, and are excited by the idea of solving complex problems in a high-impact role, this is the opportunity for you

BUT…

This role may not be the right fit if:

• You're not particularly motivated by asking questions, learning on the go, or proposing ways to improve , we value curiosity and proactive thinking.
• You enjoy working independently without much team collaboration, we thrive on shared ideas and feedback.
• You prefer clearly defined structures and step-by-step instructions for every task, we move quickly and value autonomy.
• Constantly evolving responsibilities or tackling ambiguous challenges feels uncomfortable to you.

What we can offer:

• Being part of a multicultural, highly driven team of professionals
• 20 vacation days / year + 75% holiday bonus (Prima Vacacional)
• 1 month (proportional) of Christmas bonus (Aguinaldo)
• Food vouchers
• Health & Life insurance
• Base Monthly Gross Salary of 24,000.00 MXN pesos