Customer Experience Manager, Contractor Management

📋 Description

• Own the end-to-end experience for Contractor Management (CMS) clients across Latin America
• Map and improve the CMS journey, from client setup to contractor onboarding to first payment to
• Be the trusted contact for client, Finance and Operations teams managing contractors on the platform
• Lead contractor onboarding from setup and documentation, including contractor agreements and local
• Coordinate with Payments and Finance on contractor invoicing and payouts against due dates, and
• Act as the single point of contact for contractor payment issues, owning investigations

🎯 Requirements

• 5–6 years in Customer Experience, Customer Success or Account Management, ideally in contractor
• Hands-on experience in a payments company or payments operations team
• Strong knowledge of LATAM payment rails and methods, such as PIX, SPEI, CBU/CVU transfers, PSE and
• Working knowledge of cross-border contractor payments: FX, correspondent banking, KYC/AML
• Understanding of FX volatility and currency controls in markets like Argentina, and how they affect
• Solid grasp of contractor management: contractor agreements, invoicing, tax documentation and