Acquisition Quality Experience

Hello Crabi candidate

Crabi is looking for a customer quality expert. In this role, you will be responsible for outlining quality standards and developing quality programs to assure a high level of customer experience in our sales process that will lead to achieving outstanding results. Your core KPI´s, Internal Quality Score & CSAT.

The Role

We are looking for customer quality experts with a high sense of customer experience that will build a methodology to ensure the hows on how crabi acquires our customers, looking for satisfaction at all times by providing feedback and guidance according to our product and Crabi´s policies.

Your mission 

Is to enhance the quality of the sales process our team provides to our customers, increase efficiency and provide constant feedback and improvements plans with deep dive analysis (quantitative and qualitative).

What you’ll achieve

  • Identify in what and when to work with an specific behavior during the sales process.
  • Assure our agents have full knowledge of everything related to insurance policy.
  • Identify tendencies and behaviors during the sales process with the purpose of providing constant feedback.
  • Identify possible improvements and sales opportunities in our different channels (SEM, SEO, Aggregator.)
  • Audit y calibrate our sales team with the purpose of achieving our KPI´s.
  • With follow up to our surveys and provide feedback to assure improvement.
  • Do deep dive analysis to get to the root cause of our current performance.
  • Build and assure improvement plans aligned to improve our customer experience in our sales process.
  • Work hand to hand with trainer, acquisition coach and Head of Product and COO to report insights

What you’ll need

  • Excellence in sales.
  • Ability to take feedback and apply coaching.
  • Curiosity on how to do things better.
  • Autonomy & drive by objectives.
  • Ability to listen and make effective questions.
  • Ability to learn complex concepts and be able to explain them in a simple and easy way.
  • Problem – solving skill.
  • Identify the root cause of our current performance with analysis.
  • Understand customer expectations and needs
  • Follow up in our customer reviews.

Nice to have

  • Mid Level: English.
  • Hubspot (CRM) or any other CRM acquainted.
  • Knowledge of MS Office.

Our goodies:

  • Open to Remote work
  • Flexible Hours
  • Food coupons
  • Free books
  • Savings fund
  • Medical insurance
  • Life insurance
  • 15% on car Insurance

APPLY HERE

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Seed and Pre-Series A

Convertible Instruments

Recently created companies that are in the process of validating their business model and their product or service in LATAM, the average fundraise in these stages is less than one million dollars and is carried out mainly through convertible instruments.

Analyst

AZUL
PASOS

Responsible for the market and financial analysis of investment opportunities and Dealflow management. She previously was President and now Director of Treasury of the Local Board of Directors of the Mexican Institute of Finance Executives in its University chapter.

She is a student of Financial Administration and Systems at the University of Guadalajara. She has after-school certificates focused on corporate finance and financial markets.

Sr. Analyst

KAREN
TREJO

Graduated in Administration with a specialization in strategic management from the Instituto Tecnológico Autónomo de México (ITAM). She is a member of Generation Delta v 2017 by the Martin Trust Center, MIT's business accelerator, and of the Third Generation EPIC, by the Epic Lab ITAM.

Likewise, she has STEP entrepreneurship training, a joint program between ITAM, the German Commission for UNESCO (DUK), the BASF Foundation and the Leuphana University of Lüneburg.

Legal Officer

SANDRA
TEJEDA

Graduated in Law from the ITESO and Masters in Commercial and Business Law from the Universidad Panamericana. She has a diploma in Improvement of Management Competencies from the Center for Management Training and Improvement (ICAMI) and a diploma in updating in corporate matters by the National Association of Business Lawyers (ANADE), among other courses.

She has participated in numerous transactions and as an advisor to startups in legal matters.

Controller

MIREYA
LUNA

Bachelor in business administration with a Master’s degree in Marketing.  She serves as adviser at UMUNTU and ACSI Research. Served as the Director of Operations at CONCAMIN, where she focused on the administrative management of projects in the field of Innovation and Entrepreneurship. She has more than 10 years of experience in administration, coordination and operation of institutional evaluation and diagnosis projects, impact of social programs, user satisfaction, relevance of educational programs, among others. She oversees the programs of Corporate Social Responsibility and Gender Equality.

VC and Financial Advisor

DANIELA
CALLEJA

Head of new issuers and entrepreneurs in the Mexican Institutional Stock Exchange (BIVA). Member of the board of several startups. Investor in the Mexican pre-seed fund 0BS.

She previously worked as fund manager in Redwood and also served as portfolio manager in Mountain Nazca and as Director of Tech Entrepreneurs for Endeavor Mexico.

She has a mayor in Economics by Universidad Anahuac and a minor in Private Equity management.

Agtech and Foodtech Advisor

CESAR
DE ANDA MOLINA

President and founder of the company Innova Alimentos. In 2010 he was elected vice president of the International Egg Commission, in 2013 he served as Chairman of the same organization and since 2015 he is president of the World Egg Organization. In addition, he is a member of the Advisory Council for Innovation, Growth and Sustainable Development (Coincydes); made up of business leaders in Jalisco.

He studied Administration and Finance at the Harvard Business School.

Entrepeneur Advisor

ALEJANDRO
GUIZAR

Serial entrepreneur, Founder and CEO of BILLPOCKET, fintech company that enable mobile payments for more than 45,000 merchants, and star company of our first fund.

Alejandro is algo a member of the board of Village Capital. Previously he founded other two startups: Snapp Studio and iMed.

He is an Industrial Engineer with specialization in international business from ITESM.

Entrepeneur Advisor

YTZIA
BELAUSTEGUIGOITIA

Co-Founder and CEO of TROQUER, the leading marketplace for second-hand fashion in Mexico and star company of our first fund. Prior to founding Troquer, she was Principal in the Mexican VC fund ALLVP and Chief of Staff in the Mexican stock exchange.

She is an Industrial Engineer with specialization in banking, corporate finance and securities law by the Universidad Iberoamericana. She holds an MBA by IPADE and a diploma of finance in the London School of Economics.

Ecommerce Advisor

LUCY
LAWRENCE

Lucy’s passion for retail and commerce began 20 years ago and has spanned across all sectors of this industry from mass retail to boutique to ecommerce, where she has been for past 12 years since it’s emergence. Most recently, Lucy established eBay’s Thought Leadership practice to drive insights and strategies for it’s enterprise arm and is the catalyst for it’s retail strategy. She chairs the Executive Advisory Board with members including global retailers including Ralph Lauren, Toys R Us, Palacio De Hierro among others.

Secondaries

Redwood Ventures Fund II considers within its investment strategy to acquire shares of funds or angel investors. This mechanism aims to generate liquidity in the investment ecosystem and seek opportunities to participate in more developed companies.

Secondaries

# Tickets: 4-6

Average Ticket Size: 2.5M

Venture Debt

Mezzanine funding / RBF / Mixed debt

It is common to see companies that are about to reach Series-A stage but need extra financing to keep improving their metrics and revenue in order to raise at convenient terms.

In LATAM there are very few financing options available for founders that need a fast, efficient and affordable product to reach their short-term goals without over-diluting themselves.

Venture Debt allows founders to continue growing their operations without an extra dilution; and to the fund it will provide shorter term returns and liquidity.

Build-up

# Tickets: 8-10

Average Ticket Size: 500K

Series A

Equity

Companies that begin to have significant participation in their market and have a structure that allows growth. They are companies that dedicate the resources of the round mainly to escalation efforts and development of the technological pipeline. The rounds will generally range from $ 1 million to $ 5 million.

Build-up

# Tickets: 4-6

Average Ticket Size: 1.650M

Follow-on

# Tickets: 3-5

Average Ticket Size: 2.200M

Seed and Pre-Series A

Convertible Instruments

Recently created companies that are in the process of validating their business model and their product or service in LATAM, the average fundraise in these stages is less than one million dollars and is carried out mainly through convertible instruments.

Build-up

# Tickets: 12-15

Average Ticket Size: 300K

Follow-on

# Tickets: 4-5

Average Ticket Size: 1.350M

PR and MKT Intern

ESTEFANIA
BARRERA

Bachelor in Administration and Marketing at the Universidad Panamericana. Experience in digital marketing and social media advertising.
She is in charge of creating marketing strategies and high impact content to help sourcing deal flow and finding new prospects and alliances for portfolio companies.

Dealflow Manager

JUAN PEDRO
SÁNCHEZ

Bachelor in Engineering and Masters in Finance, with specialization in investment banking and private equity, at Grenoble École de Management, in France. He also obtained a certificate in Corporate Finance at UBC Sauder School of Business, in Canada.
Before joining Redwood Ventures, he served as project manager in a real estate company and as treasurer of a 150-student humanitarian association in France which was elected 1st Student Association in France by ANEO.

Independent Advisor

SERGIO
GARCÍA DE ALBA

Former Secretary of the Economy. He is currently engaged in various business activities and investing in businesses in the medical industry, cybersecurity and biotechnology.
Entrepreneur in the restaurant industry, he has held various positions in the employer sector of Jalisco and has been Vice President of CONCAMIN, as well as Regional Vice President of AXTEL.
He was Secretary of Economic Promotion of Jalisco and SME Undersecretary of the Ministry of Economy.
He has a Master's degree in Senior Business Management from the Pan-American Institute of Senior Business Management (IPADE), as well as Public Accounting studies from ITESO.

Independent Advisor

DIEGO
MARTINEZ

Specialist in Finance and M&A's. From 1996 to 2000 he was part of the Corporate Finance area for Latin America of the Salomon Smith Barney Investment Bank in New York where he was Vice President.
In 2000, he co-founded GlobalFoodExchange.com, a technology company that was later sold to IBM.
He has been an investor and advisor to various startups such as: Gusanito.com, PagaTodo, Medical Home, and more.
Diego has a degree in Administration and Marketing and a master's degree in Business Administration from Harvard Business School.

Technology Advisor

GUILLERMO
ORTEGA SIMÓN

COO and co-founder of iTexico Services. He has more than 23 years of experience in the Information Technology industry, being an entrepreneur in the area of software development services in both Mexico and the United States.
He is an electronic engineer from ITESO and has received several awards as an entrepreneur, among which are: EY Entrepreneur of the Year, INC 500, Jalisco Export Award, National Entrepreneur Award 2014 and 2017, among others.

Independent Advisor

MARÍA ARIZA
GARCÍA MIGOYA

CEO of BIVA, the Institutional Stock Exchange, which was established in 2013 with the aim of growing the Mexican stock market. Previously, María was CEO of the Mexican Association of Private Capital and Venture Capital (AMEXCAP). She worked on the investment team of NAFTA México Fund, LP, a private equity fund focused on investing in medium-sized Mexican companies with a cross-border component; as Director of the Project Office at Grupo Impulso; and as Strategic Planning Manager in the APEC Organizing Committee.

Independent Advisor

ARTURO JOSÉ
SAVAL PÉREZ

Managing Partner and Co-President of Nexxus Capital since 1998. He has more than 27 years of experience in the areas of private equity, investment banking and multiple banking; having participated in many private and public debt and equity placement operations, as well as in multiple projects regarding financial advice.
Before joining Nexxus Capital, he held various executive positions within Grupo Financiero Santander, Grupo Financiero GBM-Atlántico, Interacciones and Grupo Serfin

Managing Partner

ALEJANDRO
GONZÁLEZ

Bachelor in Finance with a minor in Banking and Stock Market from the Universidad Panamericana and Financial Institutions Management from the University of Vermont. Diploma of Justice from Harvard, certification Figure 3 by the AMIB and certificate for the administration of derivatives by the CBOE.

Served as Director of Investment Banking for 5 years.

Former entrepreneur with an exit.

Managing Partner

MARCO ANTONIO
VILLASEÑOR

Marco is a pioneer in Venture Capital in western Mexico and seeks to nurture and boost the entrepreneurial ecosystem in LATAM with an array of initiatives.
He has extensive business and operations experience in the high-end electronics manufacturing industry with companies such as IBM, Molex and Jabil.
He holds a bachelor’s degree in electrical engineering and an MBA from IPADE. He also has studies in corporate finance, venture capital and innovation from UC Berkeley.
He will always find ways to become available for a golf round or watch a good football game.

Managing Partner

IAN PAUL
OTERO

Ian is experienced in the design and execution of programs and projects related with innovation ecosystems, entrepreneurship, venture capital and merge & acquisitions.

In the past, he worked for several companies and government agencies leading teams related on this topics like PEMEX, Zapopan, Red Bean, Secretary of Economy between others.

Ian has a Bachelor degree in Law and a MBA from IPADE. He also has studies in entrepreneurship, innovation, and private capital at UC Berkeley and Harvard.