Customer Experience Manager at Addi

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 [Upgrade to PRO to see link] every day. 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 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 touchpoint—from complaint management and regulatory response times to seamless onboarding—meets 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 WE’RE 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 won’t just be an employee—you’ll be an owner - Unparalleled growth opportunity – The market we’re tackling is massive, and we’re growing faster than almost any fintech lender at our stage. If you’re looking for a high-impact role in a company that’s 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 it—and we want you to be a part of it. - Competitive compensation & meaningful ownership – We believe in rewarding our talent. You’ll 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 there's a great fit. Here’s 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 you're looking for. We’ll 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 there’s a strong match, you’ll have a final conversation with our Founder to align on expectations, cultural fit and ensure mutual excitement. From there, we’ll 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.