Customer Support Expert

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.

What’s the mission you’ll drive

Ensure excellence in the handling of customer Petitions, Complaints, Claims, and Suggestions (PQRS). You’ll be responsible for recording, analyzing, and resolving customer requests through our service channels, providing timely, accurate, and empathetic responses. More than just solving problems, you’ll help us prevent them—turning insights into action and driving continuous improvement across our products and services.

What you will do

• Register and follow up on all customer PQRS cases across channels, ensuring full compliance with legal deadlines (within 15 business days).

• Resolve inquiries and complaints with clear, efficient, and personalized responses that reflect Addi’s customer-obsessed values.

• Identify trends and root causes in customer feedback to help improve processes and prevent recurrence.

• Meet daily productivity goals while maintaining high quality and tone in written responses.

• Collaborate with internal teams (Legal, CX, Ops) to resolve complex or sensitive cases.

• Support audits and contribute to the continuous improvement of the PQRS operation.
  

The outcomes we expect

• Meet 100% of required productivity metrics for daily case handling.

• Achieve 100% legal compliance in terms of response time (within 15 business days).

• Maintain a case quality rating of 98% or higher.

• Contribute to a 15% reduction in recurring complaints.

• Ensure 100% compliance with documentation and process controls.
  

What we’re looking for
Must-haves

• 1–2 years of experience in PQRS handling, customer support, or similar roles.

• Academic background or advanced studies in Law, Administration, or related fields.

• Empathy and professionalism when managing dissatisfied customers.

• Ability to multitask and manage high volumes of cases under time pressure.

• Excellent written communication and problem-solving skills.

• Knowledge of relevant regulations and service quality standards.

Nice-to-haves

• Experience in financial services or startups.

• Analytical mindset with data interpretation skills.

• Familiarity with audit processes and control management.
  

Why join us?

• Own the impact – Your work directly shapes our customers’ trust, satisfaction, and loyalty.

• Grow professionally – You'll gain skills in service quality, regulatory compliance, and process improvement.

• Work with purpose – Help build a customer-first culture at one of Latin America’s most ambitious fintechs.

• Collaborate deeply – Be part of a diverse, inclusive team that learns and succeeds together.

• Enjoy real benefits – We offer competitive pay, equity, and 100% health insurance for you and your dependents.
  

What to expect from our process

We value your time and aim to make this process as human and efficient as possible:

Step 1: People Interview (30 min)

A conversation to get to know you—your values, motivations, and professional journey.

Step 2: Initial Interview (45 min)

An in-depth discussion on your experience, skills, and how you approach complex PQRS cases.

Step 3: Business Case (60 min)

A real-world PQRS scenario to evaluate your written communication, problem-solving, and prioritization skills.
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.