Customer Support Team Lead

We are a leading financial platform building the future of payments shopping and bankinga world where consumers and merchants can transact effortlessly grow together and where we create abundance and generate pride in them. Today we serve over 2 million customers and partner with more than 20000 merchants making Addi Colombias fastest-growing marketplace.

We provide banking solutions (deposits payments unsecured credit) and commerce services (e-commerce marketing) using state-of-the-art technology bridging the financial gap for millions and redefining how people experience financial freedom. As the countrys leading Buy Now Pay Later provider we have secured regulatory approval to operate as a bank unlocking even greater opportunities for our the past year we have also achieved profitability reinforcing the strength of our business model and our ability to scale sustainably.

Our mission has earned the trust of world-class investors including Andreessen Horowitz Architect Capital GIC Goldman Sachs Greycroft Monashees Notable Capital Quona Capital Union Square Ventures Victory Park Capital and more who back our vision for the future. With their support we are not just growingwe are transforming Latin Americas financial ecosystem and shaping the next generation to shop pay and bank in Colombia.

But what truly sets us apart is how we build. We are a conscious company driven by deep experience in scaling technology services and products and we live by our values every day.

This is where you come in. Below youll find what this role is all aboutthe impact youll drive the challenges youll tackle and what it takes to thrive at Addi. If youre ready to be part of something big keep reading.

As a Team Lead in Customer Experience (CX) at Addi youll play a crucial role in ensuring that our Addivisers (CX Agents) operate in an efficient structured and supportive environment. Your mission is to create a high-performing team that delivers exceptional customer and ally support while also improving operational processes and driving key CX metrics.

You will foster a culture of accountability and continuous learning ensuring that our team members have the tools information and feedback needed to excel in their roles. Youll also be responsible for monitoring key performance indicators (KPIs) generating insights and optimizing CX processes to enhance the overall customer and ally experience.

• Ensure Addivisers have access to all necessary tools and updates to perform their roles effectively.

• Provide constructive and continuous feedback to team members on their performance behavior and career growth.

• Act as a point of reference for the team fostering a culture of collaboration and ownership.

• Lead by example embodying Addis values and ensuring alignment with company policies and best practices.

• Oversee CX operations on a daily basis ensuring seamless customer and ally interactions.

• Monitor and analyze customer and ally support metrics identifying key trends and areas for improvement.

• Support operational tasks including report creation KPI tracking and queue monitoring.

• Develop and implement strategies to improve CX performance both at an individual and team level.

• Attend and contribute to meetings and cross-functional discussions within Operations and other business areas.

• Work closely with Finance Risk and Legal teams to align customer experience initiatives with business goals.

• Participate in assessments and hiring processes to attract and onboard top CX talent.

• Generate and present reports and dashboards for CX leadership.

• Analyze customer and ally feedback to develop insights that drive process improvements.

• Ensure that CX data and reporting frameworks are aligned with business priorities.
  
  

• Youll have the opportunity to make a real impact by leading a team that directly influences customer satisfaction and business success. Your contributions will shape the future of Addis customer experience.

• Addi is growing rapidly and we want you to grow with us. This role provides an excellent opportunity to develop leadership analytical and strategic skills while working in a high-growth fintech environment.

• Youll work alongside top-tier professionals in an environment that values teamwork innovation and continuous learning.

• We offer a competitive salary benefits and professional growth opportunities. More importantly youll be part of a company that values its people culture and impact.
  

We believe in a fast transparent and engaging hiring experience that allows both you and us to determine if theres a great fit. Heres what our process looks like:

• Step 1: People Interview (30 min)

  • A conversation with a recruiter to get to know you your experience and your career aspirations. Well also share more about Addi our culture and the role.

• Step 2: Initial Interview (45-60 min)

  • A deeper discussion with the hiring manager to explore your skills leadership style and problem-solving approach.

• Step 3: Deep Dive Interviews (60 min each)

  • Youll meet future colleagues and cross-functional team members to discuss day-to-day challenges leadership expectations and collaboration dynamics.

• Step 4: Case Study (3-5 Days)

  • You may receive a business case related to customer experience and operational efficiency. This is a chance to showcase your strategic thinking data analysis and decision-making skills.

• Step 5: Final Interview with Leadership

  • A final conversation with a senior leader or executive team member to ensure alignment on values expectations and mutual excitement for the role.
    
    

We value efficiency and respect for your time so we aim to complete the process as quickly as possible. Our goal is to make this experience insightful and exciting for you just as much as it is for us. Regardless of the outcome we are committed to always providing valuable feedback so that you walk away with insights from your experience with us.