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Addi is a leading fintech platform in Colombia serving over 2 million customers and 20,000+ merchants. The company provides banking solutions (deposits, payments, unsecured credit) and commerce services, operating as the country's fastest-growing Buy Now, Pay Later provider with recent regulatory approval to operate as a bank. Backed by top-tier investors including Andreessen Horowitz, Goldman Sachs, and Union Square Ventures, Addi achieved profitability last year and is transforming Latin America's financial ecosystem.
As a Customer Support Expert / PQRS Analyst, you will manage the end-to-end resolution of customer Petitions, Complaints, Claims, and Suggestions (PQRS). Your core responsibilities include processing PQRS cases with high efficiency and accuracy, analyzing complaint patterns to identify process improvements, and driving customer satisfaction through empathetic and effective resolutions.
Key responsibilities:
- Achieve high efficiency in PQRS resolution while maintaining empathetic customer interactions
- Analyze customer complaints, requests, and claims to diagnose root causes
- Identify recurring trends and patterns in PQRS data to inform operational and product improvements
- Manage high-volume case loads with meticulous documentation and timely follow-up
- Collaborate with Operations, Product, and Legal teams to implement solutions
- Maintain compliance with Colombian consumer protection regulations and quality standards
- De-escalate challenging customer interactions while maintaining professionalism
You will need exceptional customer focus and empathy, strong analytical and problem-solving skills, clear communication abilities, and organizational excellence. Familiarity with Colombian financial services regulations is desired. The role requires a continuous improvement mindset and commitment to quality in all PQRS handling processes.
