Hoy
our organization seeks a customer experience coordinator to lead the enhancement of customer satisfaction within our dealer network. The successful candidate will be responsible for developing strategies and implementing initiatives that drive customer loyalty.
we are looking for an individual with a strong background in industrial engineering, business administration, marketing, or communication, along with extensive experience working in an automotive retail environment. A bachelor's degree is required, as well as at least four years of experience in this field. Additionally, the ideal candidate will possess advanced office skills and fluency in english.
this role involves managing big data, coordinating csi foundations, and promoting a customer-centric culture. The selected individual will also be responsible for implementing customer journey concepts, adjusting psa cultures nationwide, creating customer experience standards, and steering optimization projects.
the ideal candidate should have over three years of experience in change management and/or customer experience projects. They should also be able to leverage their knowledge of lean principles and tools to improve processes and drive results.
key responsibilities:
* develop nps management systems
* coordinate csi foundation development and steer customer-centricity culture
* manage big data and apply verbatim insights
* implement customer journey concept and create customer experience image and atmosphere standards
* adjust psa culture nationwide and manage sales process standards
* steer optimization and lean projects
requirements:
* bachelor's degree in industrial engineering, business administration, marketing, communication, or related fields
* more than 4 years on automotive dealer department from other oem\'s retail business
* more than 3 years in change management and/or customer experience projects
* advanced office tools
head of account management
hoy
developing customer success
hoy
about the role
we are seeking a highly motivated and adaptable trainer to onboard and develop new contact center representatives. As a key member of our team, you will design and deliver engaging training programs, manage learning materials, track progress, and continuously improve based on feedback and performance data.
responsibilities:
* design and implement effective training programs for contact center representatives
* manage learning materials, including curriculum development and maintenance
* track progress and provide regular feedback to trainees
* collaborate with other teams to ensure seamless integration of training initiatives
requirements:
* at least 2 years of experience in call center training or a related field
* proven experience with instructional design, learning management systems (lms), and customer service systems
* excellent communication and leadership skills
* bilingualism (english/spanish) is highly desirable
what we offer:
in return for your hard work and dedication, we offer:
* a competitive salary up to $20,000 mxn per month
* a comprehensive benefits package, including food vouchers, aguinaldo, and vacation bonus
* comprehensive life and medical insurance
* ongoing professional development opportunities as we continue to expand
* the opportunity to work in a dynamic and growth-oriented environment
customer success specialist
cuauhtemoc, distrito federal national geographic learning elt
hoy
we believe in the power and joy of learning
at cengage group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education.
our culture values diversity, engagement, and discovery
our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see .
what you'll do here
at cengage, we value the impact and happiness of learning. As a customer success specialist, you'll be essential to this goal. In this role, you'll advise educators, librarians, and partners, guiding them from start to finish.
working closely with sales, you'll align customer success activities with business goals to drive digital adoption and deepen engagement across our platforms. This role blends training, customer success, and academic engagement, and requires strong communication skills, deep product knowledge, and a passion for delivering outstanding customer experiences.
optimal candidates are collaborative, meticulous professionals who excel in a dynamic, changing environment. You will assist in establishing scalable success structures, track customer well-being indicators, and deploy proactive involvement tactics to minimize turnover and enhance happiness. You will also collaborate across departments with sales, marketing, product, and technical support teams to guarantee a smooth and influential customer experience.
key accountabilities
customer onboarding & training
* deliver pre- and post-sale digital training and engagement support to academic customers.
* arrange and lead onboarding and implementation sessions—both onsite and remotely—for educators, librarians, and students.
* use global and regional onboarding tools and documentation to support customer needs.
* conduct onboarding and training sessions to guarantee customers\' proficient utilization of cengage digital products.
* maintain deep knowledge of digital platforms and customer usage patterns to tailor training and support.
* support strategic adoption of cengage resources through proactive customer engagement.
* monitor customer success metrics and develop action plans to increase product usage and reduce churn.
* collect and act on customer feedback to boost happiness and engagement.
* provide timely and effective support as a key point of contact for customer inquiries.
* promote digital platforms through training, events, and ongoing engagement initiatives.
cross-functional collaboration
* work together with sales, marketing, product, and technical support teams to guarantee a smooth and influential customer experience.
* support sales teams by monitoring usage trends and assisting with renewals.
* share feedback with internal teams to boost customer experience and contribute to product development.
* partner with sales to support digital sales efforts by demonstrating platform capabilities and assisting in closing deals.
* convey understanding of customer needs and responses to influence sales strategies and product improvement.
analytics & reporting
* monitor and evaluate customer usage data, health metrics, and feedback to pinpoint trends, risks, and opportunities.
* maintain accurate records of customer interactions and training activities in salesforce.
* share frequent updates and analysis on customer activity and feedback with internal collaborators.
crucial role requirements
* educated to graduate level or equivalent relevant work experience.
* proven experience in training, customer support, or solutions-based roles, ideally within edtech, saas, or publishing industries.
* strong understanding of digital learning tools within academic libraries, higher education or elt landscape is highly desirable.
* excellent presentation and public speaking skills, with experience delivering both virtual and in-person training.
* demonstrated ability to absorb and maintain extensive product knowledge across a diverse portfolio.
* proficiency with microsoft office 365, salesforce (or similar crm), learning management systems (lms), data visualization tools, and video capture software.
* strong customer orientation with a track record of delivering high-quality service and building effective relationships.
* excellent problem-solving, communication, and collaboration skills.
* familiarity with data integration and customer onboarding workflows.
* displayed integrity, empathy, and a dedication to customer happiness.
travel requirements
* the employee may need to journey within the designated region and occasionally beyond. Travel could also occur on weekends. A valid passport is required for travel by the employee.
other
* the post holder should be proficient in spoken and written english (knowledge of other languages is a plus).
* hold a current valid driver's license.
cengage group latin america is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects our country and our customers. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, parental status, cultural background, organizational level, work styles, tenure, and life experiences. Or for any other reason.
cengage group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, english language teaching and research markets worldwide. Through our scalable technology, including mindtap and cengage unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
jr customer success manager
cuauhtemoc, distrito federal blip
hoy
we are blip, a conversational ai platform for intelligent interactions which allows businesses to connect with customers at scale across multiple communication channels, such as whatsapp, instagram, facebook,or webchat. Through ai we allow brands to gain scalability and directly impact key kpis by accompanying the user throughout the customer journey with hybrid experiences combining automation and human interactions
at blip, we have a team of blippers who live and breathe innovation daily, bringing a unique perspective to evolving communication journeys, always with the confidence to keep learning and at our own pace, we go much further
join us and be part of a team that's shaping the future of intelligent customer interactions. Let's go further, together
find out how you can make an impact with us
the customer success manager will be responsible for our smb market customers, with the goal of offering scalable strategies to ensure customer success through the use of our blip products.
as a csm, you will be responsible for building relationships with customers, understanding their needs, and guiding the strategies that will drive their success in adoption and continuity processes.
the main responsibilities you will have are:
* establish and maintain strong relationships with customers, becoming a trusted point of contact.
* gain a deep understanding of customers\' goals and challenges, anticipating their needs through data.
* onboarding process:
* design and implement effective onboarding processes so that customers can use our products in the best possible way.
* collaborate with internal teams to promote a positive experience throughout the continuous process.
* continuous process: developing customer success strategies:
* develop and implement scalable strategies for customer success.
* identify patterns of success and create 1:1, 1:few and 1:many action plans for potential customers at risk of churn.
* data and metrics analysis:
* use customer success data and metrics to assess the health of your customer portfolio accounts.
* develop kpis to measure customer success and continuously improve strategies.
* training and education:
* provide ongoing training to customers on the features and capabilities of blip products.
* develop educational materials and resources to improve understanding and use of the platform.
* be the voice of the customer within blip, so that their main technical/relational problems are shared and, together with internal teams, we work on solutions, thus contributing to customer satisfaction.
* constantly gather customer feedback and share ideas with internal teams.
* contribute to the continuous improvement of the platform based on the feedback received.
* propose projects and actions that contribute to the continuous improvement of your customer portfolio.
what are the requirements?
* minimum 2 years of experience in customer success.
* exceptional communication and negotiation skills and the ability to build relationships that will help you in your daily challenges.
* strong analytical skills, sense of prioritization and ability to work with data to guide decision-making.
* experience in digital projects/products: software, systems, interfaces.
* experience in project/product management and quality control.
* creative problem-solving skills.
* results-oriented, with the ability to manage multiple projects simultaneously.
* advanced english and/or spanish.
head of customer success
cuauhtemoc, distrito federal luca
ayer
head of customer success & support
mexico city, mexico (we welcome international professionals already based in mexico)
full-time
about luca
luca is an ai saas startup revolutionizing k-12 education in latin america.
as one of the fastest-growing startups in mexico, we're gearing up for our next big leap in growth, backed by top european investors.
we're reimagining how millions of students across latin america learn — blending world-class content, smart software with ai, and beautifully crafted physical books into a single learning experience. Our model is proven and scaling. We've grown fast, with deep product adoption and the trust of schools, parents, and students across the region.
at luca, we know that our schools' experience is just as important as our product. We want every school, teacher, and student to feel supported, empowered, and proud to be part of our journey. That's where you come in.
the role
as head of customer success & support, you'll own the end-to-end customer journey: from the first booked meeting, through onboarding, adoption, support, and renewal.
you'll build and scale the support and success function: designing processes, scripts, and automations that ensure every interaction is professional, consistent, and warm. You'll also oversee the sales-to-customer handoff, making sure demos, reminders, follow-ups, and next steps all run flawlessly.
this role is for a builder-operator: someone who has scaled cs in customer-intensive companies, knows what world-class looks like, and can bring that standard into luca.
your mission
lead-to-client journey – ensure the pre-customer process runs flawlessly: meetings booked correctly, demo materials delivered, reminders sent, and next steps always clear and on time.
customer support excellence – launch and manage a support operation with slas, scripts, and automations that deliver fast, professional, and empathetic responses.
comms & standardization – create playbooks for communication: scripts, tone of voice, and templates that guarantee clarity and consistency across all emails, calls, and whatsapp messages.
customer success strategy – drive onboarding, adoption, engagement, and renewals — making sure every school achieves real impact.
data & dashboards – build real-time dashboards to track nps, adoption, churn, and upsell, and use them to drive continuous improvement.
crm & tool integration – connect cs and support workflows with our crm and sales stack so that every sales promise is tracked and delivered.
team leadership – hire, coach, and lead cs managers and support agents who execute with discipline and care.
nps & advocacy – aim for best-in-class client satisfaction, creating champions who renew, expand, and refer.
who you are
already based in mexico city — we're especially excited about international professionals who have chosen mexico as their home.
fluent in spanish and english (written and spoken). Portuguese is a plus.
6–10 years of experience in customer success / customer support leadership in saas or e-commerce or marketplace
proven experience in a customer-success-intensive company with outstanding nps and operational discipline. Ideal backgrounds include international saas or customer-centric organizations with cs ops in mexico — e.g. Amazon, zendesk, hubspot, salesforce, oracle, uber, konfio, kavak, rappi, clip, or global bpos like teleperformance and concentrix.
builder mindset — you've created cs processes, support teams, and tool automations from scratch.
obsessed with communication — you believe the tone, clarity, and standardization of how we speak to customers is just as important as the process behind it.
data-driven operator — you manage by dashboards, track every kpi, and connect cs directly to revenue outcomes.
why join us
competitive salary with equity upside
build and scale the full cs & support function at one of latin america's fastest-growing edtechs
work with a diverse, mission-driven team across mexico, latam, and europe
lead a function that touches every step of the customer journey — from lead to long-term partner
collaborate with sales, product, and leadership to ensure promises are kept and exceeded
about luca
founded in portugal, luca is the fastest-growing edtech company in mexico — and one of the top early-stage startups in latin america. We're building the ai-native education company of the future: combining great content, intuitive software, and the power of ai to reshape how students learn.
already serving 20,000+ students in under 18 months, we've earned recognition from global leaders in edtech:
nova sbe 2024 alumni award for founder
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