Response Time: Vol. 27 blog hero image

Response Time: Vol. 27

You satisfy your customers, but can you satisfy our curiosity?

With Laura Morales-Carrillo, Sr. Member Experience Manager at Maza.

Please tell us a little bit about your company and what you do there.
At Maza, we’re building a financial future for Latino immigrants in the US. As a Sr. Member Experience Manager, I lead our team of support specialists. I also work closely with other teams like product development and engineering to make sure our features are user-friendly and address the specific needs of our community.

What word or phrase in customer service jargon should be retired?
In our industry, there’s a focus on metrics and efficiency, which can sometimes lead to impersonal language. One phrase I’d like to see retired is “escalate an issue.” We’re trying to implement new ways of saying this, such as “let me connect you with a specialist,” as it emphasizes our commitment to personalized service and finding the right solution for each member.

“In customer service, clear communication is king! … or queen!?”

Which celebrity would be really great at your job, and why?
Definitely Lin-Manuel Miranda! His creativity and passion for storytelling would be amazing for crafting engaging financial education tools for our members.

What’s the most valuable thing that working in customer service has taught you?
In customer service, clear communication is king! … or queen!? You learn how to take complex situations and explain them in a way that’s easy to understand. That skill has come in super handy at Maza, especially when we’re designing features and services for our members. It’s all about making sure everything is crystal clear and user-friendly.

Describe the essence of great customer service using only three words.
Empathetic. Clear. Empowering.

Which movie robot would you choose as your AI sidekick and why?
I would say C-3PO from Star Wars! C-3PO is a protocol droid, well-versed in etiquette and fluent in over six million forms of communication. In a member experience role, C-3PO would be a master of clear communication, ensuring our members from diverse backgrounds feel welcome and understood.

What’s the most embarrassing thing you’ve ever said/done to a customer?
Working from home can be a juggling act! One day, I was wrapping up a call with a member and saying my goodbyes. Let’s just say my then-fiancé (now husband!) must have been making a grand exit because an accidental “love you!” slipped out. An awkward silence followed, then thankfully, laughter! The member was a good sport, and it became a funny reminder to always mute the mic during those quick side conversations.

Do you identify more with the title “customer support,” customer service,” “customer success,” or “customer experience,” and why?
While all those titles play a role in a happy customer, I most identify with “customer experience.” Customer support is fantastic for immediate issue resolution, and customer service focuses on those interactions. However, customer experience takes the bigger view. It’s about designing features, providing clear communication, and ensuring every touchpoint with Maza is positive and empowering for our members. It’s the full journey, from the moment they discover Maza to achieving their financial goals.

“Customer service can be an emotional rollercoaster!”

What’s the best thing a customer has ever said to you?
“Maza is the best thing that has happened to me!”

What gif best describes your mental state right now?


What do you wish people knew about working in customer service?
Customer service can be an emotional rollercoaster! One minute you’re helping someone achieve a financial goal, and the next you’re patiently guiding them through a complex situation. But that’s what makes it so rewarding. We get to experience the full range of human emotions alongside our members, and knowing we’ve made a positive impact, even on a tough day, is a great feeling.

What’s the strangest thing a customer has asked you?
Customer service is all about building relationships with our members, but sometimes those relationships take unexpected turns! One time, a member asked if we could be friends. I was honored!

What’s your most used emoji in customer chats?

Conversation closed… for now 😏

If you’re interested in being featured in our Response Time series, you can share your insights on customer service – and which celebrity would be great at your job – with us here.