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Addi is a leading fintech platform in Colombia, serving over 2 million customers and 20,000+ merchants. As the country's fastest-growing marketplace and top Buy Now, Pay Later provider, Addi recently achieved regulatory approval to operate as a bank and profitability. Backed by world-class investors including Andreessen Horowitz, Goldman Sachs, and Union Square Ventures, the company is transforming Latin America's financial ecosystem.
In this Customer Support Analyst role, you will be the champion of Addi's customers and partners, delivering exceptional support across all channels. Your primary mission is to protect and elevate the customer experience by providing thoughtful, timely, and high-quality support that resolves issues efficiently and builds lasting trust.
Key responsibilities include:
- Champion customer satisfaction by ensuring positive experiences across all support channels
- Drive efficient issue resolution, aiming for first-contact resolution and minimizing follow-ups
- Identify and escalate process improvement opportunities based on customer and partner feedback
- Uphold high service standards by maintaining timely and effective support across communication channels
- Support operational efficiency by creating accurate reports for leadership and contributing to clear documentation
You should bring proven customer support experience in fast-paced, customer-centric environments with a strong track record of identifying, analyzing, and resolving issues. Excellent communication skills—both verbal and written—are essential, along with the ability to adapt your style for different audiences. You'll need familiarity with customer support workflows, CRM platforms, chat interfaces, and telephony systems, plus genuine customer empathy and the ability to see situations from the customer's perspective.
The ideal candidate demonstrates ownership and initiative, thrives in dynamic environments, and is committed to continuous learning. Nice-to-have skills include foundational understanding of fintech products and the ability to explain basic technical concepts in accessible ways.
