Customer Support Analyst at Addi

Bogotá, Bogota, Colombia

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

FinTech, Banking, PaymentsIndustries

Requirements

Ability to deliver exceptional service across chat, calls, email, technical support, and credit origination
Skills in providing clear, empathetic, and timely responses aligned with customer-obsessed values
Capability to prioritize first-contact resolution, escalate cases with thorough documentation
Experience or ability to reduce average case resolution time by 20% while maintaining low reopening rates
Potential to contribute to 15% increase in CSAT scores through case analysis and improvement identification
Competence in assisting with reporting, monitoring metrics, and overseeing case quality
Knowledge to ensure team has latest updates, playbooks, and tools
Ability to provide input on processes and policies
High responsibility in managing customer and financial data with confidentiality
Capacity to maintain SLA compliance above 95% for resolution time, FCR, reopen rates, and productivity
Proactive approach to reporting risk-related incidents

Responsibilities

Resolve inquiries and complaints through chat, calls, and email, including technical support and credit origination assistance
Provide clear, empathetic, and timely responses reflecting Addi’s customer-obsessed values
Prioritize first-contact resolution and escalate complex cases with thorough documentation
Reduce average case resolution time by at least 20%, maintaining low reopening rates
Contribute to a 15% increase in Customer Satisfaction (CSAT) scores over the first year
Identify patterns and improvement opportunities through daily case analysis
Assist the CX Lead with reporting, monitoring key metrics, and overseeing case quality
Ensure the team has the latest updates, playbooks, and tools
Provide input and feedback to shape new processes and policies
Manage customer and financial information with high responsibility and confidentiality
Maintain SLA compliance above 95% across resolution time, FCR, reopen rates, and productivity metrics
Proactively report risk-related incidents to prevent legal, reputational, or financial impact

Skills

Key technologies and capabilities for this role

Customer SupportCommunicationProblem SolvingCRMTicketing Systems

Questions & Answers

Common questions about this position

What is the employment type for this Customer Support Analyst role?

This is a full-time position.

What are the main responsibilities of the Customer Support Analyst?

You will deliver exceptional service across chat, calls, and email, resolve inquiries and complaints including technical support and credit origination, provide empathetic responses, prioritize first-contact resolution, and escalate complex cases as needed.

What skills are needed to succeed in this role?

Key skills include delivering thoughtful, timely, high-quality support, resolving issues with care, achieving first-contact resolution, escalating complex cases, and communicating empathetically across multiple channels.

What is the company culture like at Addi?

Addi is a conscious company driven by experience in scaling technology and products, living by their values daily, with a strong customer-obsessed focus that emphasizes efficiency, transparency, and building trust.

What makes a strong candidate for this Customer Support Analyst position?

Strong candidates excel at providing exceptional, empathetic customer service across multiple channels, prioritize first-contact resolutions, handle technical and credit-related issues, and align with Addi's customer-obsessed values.

Addi

Buy now, pay later service in Latin America

About Addi

Addi provides a buy now, pay later service that allows customers to make purchases and pay in installments without interest, additional costs, or paperwork. The company's technology enables seamless and transparent digital commerce in Latin America.

Bogotá, ColombiaHeadquarters

2018Year Founded

$250.4MTotal Funding

DEBTCompany Stage

Fintech, Financial ServicesIndustries

501-1,000Employees

Benefits

Remote work: Work from anywhere in the world. And if you want to share some time, you can visit our offices in Bogotá or São Paulo.

Health insurance: Your health comes first, that's why we give 100% coverage for you and 50% for the close relatives you want.

Learn and grow: We love that everyone learns new things, that's why you can participate in our English and Portuguese classes

Flexible schedule: What interests us? Your achievements and goal completion, not the time you spend at your desk.

Own Addi: If it's real. You have the possibility to own a part of Addi by buying shares.

Risks

Increased competition from BNPL providers like Kueski in Latin America.

Regulatory scrutiny in Colombia and Brazil may impact Addi's operations.

Economic instability in Latin America could affect consumer spending and repayments.

Differentiation

Addi offers interest-free installment payments at point of purchase in partner stores.

Addi integrates a marketplace into its app for seamless shopping and financing.

Addi utilizes AI-driven credit scoring for faster, accurate credit decisions.

Upsides

Addi secured a $100M credit line to expand BNPL services in Colombia.

Addi's marketplace launch enhances its integrated financial ecosystem.

Growing consumer preference for digital wallets aligns with Addi's digital solutions.

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