Customer Support Analyst
Customer Support Analyst
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Job Description
About Addi
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.
About the Role
Be the champion of Addis customers and partners by providing exceptional high-quality support that resolves their needs efficiently and effectively across all channels. Drive customer loyalty and partner satisfaction by ensuring every interaction strengthens their trust and confidence in Addi.
Whats the mission youll drive
Protect and elevate the experience of Addis customers and partners by delivering thoughtful timely and high-quality support through multiple channels. Resolve issues with care always aiming for first-contact resolution. Escalate complex cases appropriately and follow up to ensure transparency customer satisfaction and continuous improvement. Youll play a critical role in building trust and loyalty at every touchpoint.
What you will do
Champion Customer Satisfaction
You will be at the forefront of our efforts to ensure our customers have positive and satisfying experiences with every interaction across all support channels. Your dedication to providing excellent support will directly contribute to improving how our customers feel about Addi.
Drive Efficient Issue Resolution
You will strive to resolve customer inquiries and issues effectively and thoroughly during the first interaction. Your goal will be to make the resolution process easy and efficient for our customers minimizing the need for follow-up.
Contribute to Process Enhancement
You will actively identify and escalate opportunities to improve our internal processes based on the valuable feedback we receive from our customers and partners. Your insights will help us work more efficiently and deliver an even better customer experience.
Uphold High Service Standards
You will be instrumental in maintaining our commitment to providing timely and effective support across all communication channels. Your adherence to our service standards will ensure we consistently meet our promises to our customers.
Support Smooth Operations
You will contribute to the operational efficiency of our customer support team by assisting in the creation of accurate and timely reports for our leadership. Additionally you will help ensure our team is well-informed and equipped to provide excellent support by contributing to clear and helpful documentation
What were looking for
Proven Customer Support Experience
Demonstrated experience in a customer-facing support role ideally within a fast-paced environment or a customer-centric organization.
A track record of effectively identifying analyzing and resolving customer issues with a strong focus on understanding their needs and providing solutions that exceed expectations.
Excellent Communication Skills
Highly skilled in communicating clearly and concisely both verbally and in writing with the ability to adapt your communication style to different audiences including customers and internal teams.
Proven ability to build rapport with customers and colleagues demonstrating strong active listening skills and empathy in all interactions.
Understanding of Support Processes
Familiarity with customer support workflows and a proactive approach to identifying areas for improvement in how we serve our customers.
Ability to quickly learn and effectively utilize various customer service tools and systems such as CRM platforms chat interfaces and telephony systems.
Ownership and Initiative
A demonstrated ability to take responsibility for your actions and outcomes proactively identifying opportunities to enhance the customer experience and contribute to team goals.
Ability to thrive in a dynamic environment quickly adapting to changes in processes tools and customer needs with a commitment to continuous learning.
Customer Empathy
A genuine passion for understanding and addressing customer needs demonstrating the ability to see things from their perspective and advocate for solutions that benefit them.
Nice-to-have
A foundational understanding of our products or services and the basic processes involved.
The ability to explain basic technical concepts related to our platform in an understandable way for non-technical users.
How the hiring process looks like
We believe in a fast transparent and human hiring process that allows both you and us to evaluate mutual fit. Heres what to expect:
Step 1: People Interview (30 min)
A conversation with a recruiter to get to know you your experience and your career goals. Well also tell you more about Addi our culture and the role.Step 2: Technical Case Study (6090 min)
A real-world customer experience challenge to evaluate your problem-solving analytical and communication skills. Well also go deeper into your approach to customer support and CX metrics.
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 feedback ensuring that you walk away with valuable insights from your experience with us.
Required Experience:
IC
Employment Type
Full-Time
