Postúlate en Kit Empleo: kitempleo.com.co/empleo/1ah9mq

We want you on our team!

At MonaBit, we're building modern financial solutions focused on user experience, automation, and scalability. We're looking for a highly motivated, proactive, and self-motivated Customer Experience (CX) leader to support the company's rapid growth.

This role will be key to structuring, optimizing, and scaling customer service, freeing up the current team and building sustainable processes from scratch.

Role Objective

Lead the customer service operation, ensuring an efficient, empathetic and scalable experience, with a focus on automation, metrics and continuous improvement.

Responsibilities

- Lead and structure the Customer Experience area

- Manage customer service on digital channels (WhatsApp, email, Instagram)

- Design and implement automation processes (bots, workflows, knowledge base)

- Monitor and optimize key CX metrics

- Documenting processes, FAQs, and operational playbooks

- Propose continuous improvements without the need for direct supervision (high autonomy)

- Handling sensitive situations with clients (financial context) with sound judgment and empathy

️ Requirements

- +3 years of experience in Customer Service / Customer Experience

- Experience in financial services (highly desirable)

- Experience with tools such as:

Zapier, Make or N8N

HubSpot, Zendesk,



or other CRM support

- Knowledge of automation and ideally the use of AI applied to CX

- Experience managing metrics such as:

Customer Satisfaction (CSAT >85%)

First Response Time (<10 min)

First Contact Resolution

- Excellent written communication skills (spelling, grammar, speed)

- Experience in 100% digital customer service (not a traditional call center)

- Conversational English proficiency.

Profile we are looking for

- High initiative and accountability (key to the role)

- Self-management and decision-making skills

- Empathy and tolerance for frustration

- Mindset of continuous improvement and optimization

- Affinity for startup environments (constant change, speed)

- Ability to structure processes from scratch

Conditions

- Salary: COP $3M $4.8M (depending on experience)

- Contract: Permanent

- Mode: Remote

- Schedule: Monday to Friday

8:00 am 12:30 pm

1:30 pm 5:00 pm

Role KPIs

- CSAT greater than 85%

- First response time < 10 minutes

- First contact resolution

- Implementation of improvements and automations

Plus (not exclusive)

- Experience leading CX teams

- Experience building areas from scratch

- Implementation of bots or help centers

- Experience in startups or fintech

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1ah9mq

📌 Customer Experience Lead (Colombia)
🏢 Monabit
📍 Colombia