Job Summary: The Customer Experience Coordinator oversees and optimizes the customer experience by managing the service team and acting as a liaison between customers and the company. Key Highlights: 1. Team leadership for customer service teams to optimize the experience. 2. Cross-departmental collaboration to improve the user experience. 3. Team development and training in service skills. **Company Description** We are Kolors! A company that leverages technology to deliver diverse services. Our Urbvan vertical is a shared mobility network with pre-established routes, operating through cutting-edge technology and a mobile app. We focus on delivering a high-quality, comfortable, and safe service while contributing to reduced urban vehicle traffic. **Job Description** The Customer Experience Coordinator is responsible for overseeing and optimizing the customer experience through service team management, ensuring efficient, timely, and high-quality service. Acts as a liaison between customers and the company, guaranteeing effective resolution of inquiries, complaints, and requests. **Main Responsibilities:** * Supervise and coordinate the customer service team. * Ensure adherence to service standards and response time requirements. * Manage and track complaints, claims, and escalated cases. * Analyze performance indicators (KPIs) and propose process improvements. * Train and develop the team in service and communication skills. * Implement strategies to enhance customer satisfaction and loyalty. * Collaborate with other departments to resolve incidents and improve the user experience. * Prepare periodic reports on departmental performance. **Requirements** **Requirements:** * Bachelor’s degree in Business Administration, Communications, Marketing, or related field. * Minimum 2–3 years of experience in customer service or similar roles. * Prior experience leading teams. * Excellent communication and problem-solving skills. * Proficiency in CRM tools (HUBSPOT ADMIN) and Microsoft Office suite. * Customer orientation and strong organizational skills. **Key Competencies:** * Leadership * Empathy * Analytical thinking * Decision-making * Working under pressure **Additional Information** **We Offer** * Base salary of 21,000 MXN per month * Statutory benefits * Additional benefits after probation period: + - Total Pass - SGMM - Life insurance * Vacation days exceeding statutory requirements * Hybrid work arrangement (based on performance) * Flexible schedule from Monday to Sunday with rotating days off **Our Commitment to Diversity and Inclusion** At Kolors, we strive to build a workforce composed of individuals with diverse backgrounds, skills, perspectives, and identities—helping us grow not only as a company but also as individuals. Kolors is an equal opportunity employer committed to closing the gender pay gap.