Product Manager [Customer Care]

We’re launching a new business line at Plata — and we need someone who will design how we take care of these customers from day zero.

As Product Manager for Customer Care, you’ll be the owner of how support works end-to-end for this new business line: where and how customers reach us, what customer care agents see on their screens, and how AI helps everyone move faster. This is not about “tweaking scripts” — it’s about building a “WOW quality”, AI-first support almost from scratch.

Challenges that await you:

• Design customer entry points – Define how customers of our new business line contact us (web chat, in-app, phone, WhatsApp, email) and what each channel is for

• Create a chat across platforms – From welcome messages and suggested actions to escalation flows and status updates, you’ll own the full chat experience

• Build powerful customer care agent workspaces – Adapt our existing tools and create new ones so agents see all key context on one screen and can resolve issues in one go

• Launch an AI copilot for customer care agents – Help agents with suggested replies, next best actions, summaries, and knowledge search — without losing control or quality

• Build from scratch operational team for new business line – Define customer care agent profiles, training, motivation, and rough capacity planning

• Drive automation & self-service – Identify the top reasons for contact and move them into self-service or smart bots where it really makes sense

• Build the concept of relationship managers from scratch.

What makes you a great fit:

• 3+ years as a Product Manager, including experience leading a development team

• Nice to have a background in Customer Care / Contact Center / Customer Service – ideally in fintech, banking or background in developing other products for internal customers (Telesales, Collection, Delivery, etc.)

• Proven track record of building from scratch — whether new products, services, or operational processes

• Strong problem-solving skills: able to propose multiple solution options and recommend the most effective one

• Hands-on UI experience: created new multi-screen user flows, not just made visual tweaks

• Ability to write clear and structured product requirements independently; technically fluent and comfortable collaborating with engineers

• Data-driven mindset: works directly with data, defines the right tasks for analysts, and can spot dashboard errors

• Experience in project management across multiple teams; delivers on time and tracks progress effectively

• Strong stakeholder management and expectation-setting skills

• B2 or higher English level for effective communication with an international team

Our ways of working:

• Innovative Spirit: A commitment to creativity and groundbreaking solutions

• Honest Feedback: valuing open, transparent communication

• Supportive Team: a strong, collaborative community

• Celebrating Achievements: recognizing our wins together

• High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances

Our benefits:

• Relocation support to Mexico with assistance for the employee and their family

• Flexible work from our office

• Healthcare Coverage

• Education Budget: Language lessons, professional training and certifications

• Wellness Budget: Mental health and fitness activity reimbursements

• Vacation policy: 20 days of annual leave and paid sick leave