Customer Experience Manager

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

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.

Whats the mission youll drive

Lead the evolution of our Customer Experience operation as we transition into a regulated financial entity. You will be a strategic pillar in ensuring that every customer touchpointfrom complaint management and regulatory response times to seamless onboardingmeets the highest standards of excellence and compliance for a financial institution.

What you will do

• Design and implement the end-to-end CX operating model required for a regulated entity including complaint handling workflows regulatory SLAs and escalation paths.

• Own a comprehensive CX KPI framework (CSAT NPS FCR AHT) with high-frequency reporting to ensure a measurable upward trend in service quality.

• Build a continuous improvement engine that identifies process failures in real time and implements corrective actions within 48 hours to reduce repeat contacts.

• Drive significant increases in self-service resolution rates (chatbots in-app tools) reducing manual interventions while maintaining top-tier quality scores.

• Act as the strategic CX voice across Product Engineering and Compliance to deliver initiatives that measurably improve the customer journey.

What were looking for

• Proven expertise in Financial Services & CX Operations

  • 7 years of experience in CX operations with at least 3 years in regulated financial institutions (banks finance companies or licensed fintechs).

  • Deep familiarity with financial operational flows including identity verification (IDV) PQR management and support for savings and credit products.

  • Experience leading operational transformations in the context of new financial licenses or regulated product launches.

• Regulatory Rigor & Compliance Mindset

  • Deep knowledge of local financial consumer protection regulations and response timeframes for regulatory authorities.

  • Ability to translate complex regulatory requirements into concrete operational processes ensuring 100% traceability and data protection.

• Impeccable Analytical & Quantitative Mindset

  • Data-driven decision-making is in your DNA; proficient in building executive dashboards and monitoring core indicators (CSAT NPS FCR TAT).

  • Ability to use data to find root causes and validate solutions moving beyond surface-level fixes to identify structural improvements.

  • Familiarity with BI tools (Databricks Looker) and CX platforms (Kustomer Genesys) to track performance in real-time.

• Process Design & Automation Mindset

  • Proactively identifies inefficiencies and systematically designs streamlined scalable and automated solutions.

  • Track record of successfully optimizing customer journeys and reducing contact rates through self-service and intelligent automation.

• Extreme Ownership & Bias for Action

  • Operates autonomously communicates risks and decisions clearly and delivers under tight regulatory cut-offs.

  • Takes full responsibility for customer outcomes with a sense of urgency even in highly ambiguous situations.

  • Ability to manage long-term strategic projects while handling high-volume daily operational priorities.

Why join us

• Work on a problem that truly matters We are redefining how people shop pay and bank in Colombia breaking down financial barriers and empowering millions. Your work will directly impact customers lives by creating more accessible seamless and fair financial services.

• Be part of something big from the ground up This is your chance to help shape a company influencing everything from our technology and strategy to our culture and values. You wont just be an employeeyoull be an owner

• Unparalleled growth opportunity The market were tackling is massive and were growing faster than almost any fintech lender at our stage. If youre looking for a high-impact role in a company thats scaling fast this is it.

• Join a world-class team Work alongside top-tier talent from around the world in an environment where excellence ownership and collaboration are at the core of everything we do. We care deeply about what we build and how we build itand we want you to be a part of it.

• Competitive compensation & meaningful ownership We believe in rewarding our talent. Youll receive a generous salary equity in the company and benefits that go beyond the basics to support your growth.

How the hiring process looks like

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 what youre looking for. Well also share more about Addi our culture and the role.

• Step 2: Technical assessment (30 min)
  A session to assess your skills using SQL one of our team members will ask you to solve different exercises using your SQL experience

• Step 3: Initial Interview (45 min)
  A more in-depth conversation with the hiring manager where we explore your skills experience and problem-solving approach. We want to understand how you think and work.

• Step 4: Case Study (3-5 Days)
  You may receive a real-world challenge or case study to complete. This is a chance to showcase your expertise and how you approach key problems relevant to the role.

• Step 5: Co-Founder Interview
  If theres a strong match youll have a final conversation with our Founder to align on expectations cultural fit and ensure mutual excitement. From there well move quickly to an offer and discuss next steps.

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:

Manager