About Addi We are a technology company working to transform credit and banking in Latin America starting with point of sale finance. We aim to build fair, simple and affordable financial services that empower our clients, treating them with dignity, and building financial freedom. We launched in February 2019 and have already served millions of clients and disbursed millions of dollars. We operate as a full stack startup. We have built our core systems and processes from scratch, and we believe our technology and analytics platform will drive our progress into the years to come. We come at this with deep experience building and growing technology teams and financial products. As important as what we do is how we do it. We are a conscious company and are deeply committed to working and living our five core values - A company of owners inspiring colleagues, we pull rabbits out of hats, we care and we trust, act with integrity, win today every day, and scale exponentially. We are backed by Andreessen Horowitz, Monashees, Village Global, and an outstanding team of individual angels, including Kevin Ryan, Josh Abramowitz, and Scott Weiss. Mission As a Customer Support Analyst you will provide outstanding customer experience to everyone. Everything we do has our clients in the center of it. You will be the point of contact with our customers and you can identify opportunities to improve our processes with several stakeholders. What you will do Change or improve people's lives by providing the best service Provide support to our customers answering chats, emails and calls Empower our customers by making sure they know our app's features Analyze customer's application data and documents submitted Collect feedback and suggestions from customers and prospects Triage and treat potential bugs and operational issues affecting customers Track claims on our chargeback process Call customers to confirm information needed on potential fraud cases Reach out to late customers to explain payment plans Identify opportunities to improve our internal processes and share with leaders Requirements Minimum 1 year of experience as a Call Center Agent. Passionate about Customer Service and technology Active users of social media Great people skills - good listeners, and enjoy engaging in discussions with people from different backgrounds and are willing to go beyond and enchant customers Able to give and receive constructive feedback from a customer service point of view Creative problem solver Data-driven, analytical and multi-tasking skills Very attentive to details Able to develop rapport & demonstrate a caring attitude Benefits Work on a problem that matters and help change customers' lives. Build a lasting company from the very beginning, helping define every aspect of it. Be at the center of it all. We are a true technology company, and engineering is at the core of what we do. Massive market opportunity ahead of us; we are growing faster than pretty much any other fintech lender was at our stage. Work alongside a great and diverse team that cares about what we are doing and how we are doing it. Generous compensation, including equity, 100% health insurance (and 100% for dependents) The position is based in Bogotá, Colombia #J-18808-Ljbffr