Consumer Account Manager (Santiago de Querétaro)

We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API, and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile app, and by phone. Last year, we helped over 300 million people access information about the currencies that matter to them, and over 225,000 people used us to send money overseas.

ABOUT THIS ROLE

We are looking for a dynamic and motivated Consumer Account Manager to join our growing team in Mexico. In this role, you will support our North American high-value clients, helping them complete their currency transfers, answering product questions, and guiding them through their onboarding and trading experience. You’ll be responsible for maintaining client relationships, identifying trade opportunities, and ensuring a seamless customer journey. This is a key client-facing role that contributes directly to revenue growth and client retention within Xe’s consumer business.

OUR PRINCIPLES

• COMMITMENT - is the first step in our journey toward a best-in-class foreign exchange and cross-border payments experience.
• ACCOUNTABILITY - turning our words into action by holding ourselves accountable.
• RESPECT - is an act of humility, grounded in giving rather than receiving, fostering a respectful environment, which starts with leading by example.
• EVOLUTION - each day is a chance to grow, adapt, and push boundaries, starting every day with the drive to evolve and rise to the next level.

ROLES & RESPONSIBILITIES

• Manage and support a portfolio of high‑value clients across North America.
• Assist with onboarding, including verification and first‑trade support.
• Identify and follow up on trading opportunities through proactive engagement.
• Monitor trade settlements and help resolve any issues or delays.
• Maintain accurate records of client interactions, trades, and account details in Zendesk.
• Ensure regulatory compliance and follow standard operating procedures.
• Collaborate with the broader sales and compliance teams to deliver an exceptional client experience.
• Participate in training and coaching sessions with a focus on continuous improvement.

SUCCESS WILL BE MEASURED BY

• Client Retention
• Trade Conversion and Volume
• Settlement SLA Adherence
• Customer Satisfaction
• Contribution to Team Revenue Goals

POSITION REQUIREMENTS

• Experience in customer service and sales
• Interest in financial services
• Excellent communication skills, both spoken and written
• High level of English proficiency (required)
• Learning mindset and willingness to continuously improve
• Ability to adhere to processes and regulatory requirements
• Comfort working in a fast‑paced, target‑driven environment
• Numerate and able to use performance data to optimize results
• Team‑oriented and collaborative

PERKS & BENEFITS

• Competitive salary
• 1 month of Aguinaldo (Christmas bonus)
• 15 days vacation
• Life insurance
• Food vouchers
• Work‑life balance
• Growth opportunities

We want Xe to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organization that encourages diversity in all respects. The responsibilities listed above are intended to define the general scope of the role. They are not exhaustive and may be updated as needed to reflect business needs.