Customer Success Champion - on site
The mission:
As a Customer Champion, your mission is to deliver exceptional, customer-centered service across all our communication channels while fiercely advocating for every customer you support.
You are responsible for managing day-to-day customer interactions particularly complex or sensitive cases escalated by our AI agent ensuring each situation is handled with empathy, clarity, sound judgment, and efficiency. Every conversation is an opportunity to build trust and reinforce Baubap’s commitment to dignity, transparency, and fairness throughout the loan lifecycle.
Beyond service execution, you act as the voice of the customer within Baubap. You proactively surface recurring pain points, push for timely and effective solutions, and collaborate cross-functionally to ensure customer needs are heard, prioritized, and addressed.
By transforming frontline feedback into actionable insights and supporting initiatives that impact our business OKRs, you help strengthen customer satisfaction, operational performance, and long-term retention ensuring that as we scale through automation, we never lose our human touch.
The expected outcome:
- Maintain Customer Satisfaction (CSAT) at ≥ 90%, consistently delivering high-quality, customer-centered service in all escalated interactions.
- Demonstrate exceptional empathy and emotional intelligence while acting as a true customer advocate ensuring that decisions, processes, and solutions are consistently viewed through the lens of the customer’s experience and expectations.
- Proactively identify recurring pain points and transform them into structured, actionable insights that are documented, tracked over time, and clearly communicated across the organization to drive meaningful improvements.
- Take strong ownership of improvement initiatives by proposing solutions, supporting execution, and independently developing the skills or knowledge required to move ideas forward.
- Contribute to solving root causes not only resolving individual cases, but helping prevent recurring issues at scale.
The day to day tasks:
- Manage customer interactions across all active communication channels, primarily handling complex or sensitive cases escalated by our AI agent.
- Ensure timely, clear, and respectful resolution of cases, maintaining high service quality standards and proper documentation.
- Conduct proactive outreach to customers when case sensitivity, customer needs, or business priorities require follow-up, clarification, or preventive support.
- Act as the voice of the customer within Baubap, escalating recurring or systemic issues and ensuring customer impact is considered in internal decisions.
- Identify recurring pain points from frontline interactions and translate them into structured improvement proposals.
- Support the execution and follow-up of approved initiatives aimed at improving customer experience, operational efficiency, or communication clarity.
- Stay up to date with product updates, policies, and tools to ensure accurate and consistent service delivery.
Why YOU should apply:
- At least 2 years of professional experience in an organization, preferably in startup, technology, fintech, banking, or financial services environments.
- Experience in roles involving direct customer interaction within digital products or tech-enabled services.
- Familiarity as an active user of financial services (banking, credit, fintech products), with basic understanding of how digital financial products operate.
- Experience working in remote or distributed teams, using CRMs, ticketing systems, or digital support tools.
- Strong problem-solving and decision-making skills, particularly in complex or sensitive customer situations.
- Excellent written grammar and strong verbal communication skills.
- English proficiency at B1 level or higher.
- Full-time availability with on-site presence, working from the office while managing digital customer communication channels.
Nice to have
- Exposure to product development environments (e.g., participating in usability testing, customer interviews, or feedback loops).
- Experience contributing to process optimization or operational improvements using tools such as Jira, Miro, Notion, or similar.
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
- Competitive salary