Head of Content & Communications driving content strategy at Napier's AI - powered platform. Creating and managing content across marketing channels to enhance brand positioning and drive pipeline growth.
About the role
- Content CX Manager at Klar managing QA, Content, and Training teams to enhance customer support quality. Collaborating on cross-functional documentation and process improvements in a fintech startup.
Responsibilities
- 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
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