Customer Support Analyst

About Addi

We are a leading financial platform, building the future of payments, shopping, and banking—a 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 20,000 merchants, making Addi Colombia’s 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 country’s leading Buy Now, Pay Later provider, we have secured regulatory approval to operate as a bank, unlocking even greater opportunities for our customers. In 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 growing—we are transforming Latin America’s 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 Addi's 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.

What’s the mission you’ll drive

Protect and elevate the experience of Addi’s 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. You’ll 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 we’re 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. Here’s 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. We’ll also tell you more about Addi, our culture, and the role.

• Step 2: Technical Case Study (60–90 min)
  A real-world customer experience challenge to evaluate your problem-solving, analytical, and communication skills. We’ll 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.