Customer Support Team Lead

About the role

This is where you come in. Below, you'll find what this role is all about-the impact you'll drive, the challenges you'll tackle, and what it takes to thrive at Addi. If you're ready to be part of something big, keep reading. What's the mission you'll drive As a Team Lead in Customer Experience (CX) at Addi, you'll play a crucial role in ensuring that our Addivisers (CX Agents) operate in an efficient, structured, and supportive environment. Your mission is to create a high-performing team that delivers exceptional customer and ally support, while also improving operational processes and driving key CX metrics. You will foster a culture of accountability and continuous learning, ensuring that our team members have the tools, information, and feedback needed to excel in their roles. You'll also be responsible for monitoring key performance indicators (KPIs), generating insights, and optimizing CX processes to enhance the overall customer and ally experience.

Responsibilities

• Lead and Support the Addivisers
• Ensure Addivisers have access to all necessary tools and updates to perform their roles effectively.
• Provide constructive and continuous feedback to team members on their performance, behavior, and career growth.
• Act as a point of reference for the team, fostering a culture of collaboration and ownership.
• Lead by example, embodying Addi's values and ensuring alignment with company policies and best practices.
• Drive Operational Excellence & Customer Experience
• Oversee CX operations on a daily basis, ensuring seamless customer and ally interactions.
• Monitor and analyze customer and ally support metrics, identifying key trends and areas for improvement.
• Support operational tasks, including report creation, KPI tracking, and queue monitoring.
• Develop and implement strategies to improve CX performance both at an individual and team level.
• Collaborate with Internal Teams
• Attend and contribute to meetings and cross-functional discussions within Operations and other business areas.
• Work closely with Finance, Risk, and Legal teams to align customer experience initiatives with business goals.
• Participate in assessments and hiring processes to attract and onboard top CX talent.
• Enhance Data-Driven Decision Making
• Generate and present reports and dashboards for CX leadership.
• Analyze customer and ally feedback to develop insights that drive process improvements.
• Ensure that CX data and reporting frameworks are aligned with business priorities.
• Why join us?
• Impact & Ownership
• You'll have the opportunity to make a real impact by leading a team that directly influences customer satisfaction and business success. Your contributions will shape the future of Addi's customer experience.
• Fast-Paced Growth & Career Development
• Addi is growing rapidly, and we want you to grow with us. This role provides an excellent opportunity to develop leadership, analytical, and strategic skills while working in a high-growth fintech environment.
• Collaboration & Learning
• You'll work alongside top-tier professionals in an environment that values teamwork, innovation, and continuous learning.
• Competitive Compensation & Benefits
• We offer a competitive salary, benefits, and professional growth opportunities. More importantly, you'll be part of a company that values its people, culture, and impact.
• How the hiring process looks like
• We believe in a fast, transparent, and engagi

Benefits

Additional Information

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.

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