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 Build a great relationship with Addivisers by guaranteeing they work in a good environment, have access to every tool they need to deliver results, have constant feedback about their behavior, career and results, have their feedback heard, being there for them, also help the team to work with discipline at the workplace by ensuring everyone is following our rules and is aware of our policies. What you will do Talk to customers and allies periodically to understand their requests and main requests to generate insights about what they need or miss on our product and services. Support the CX team with operational tasks like report creation, KPIs monitoring, conversations/queues monitoring etc in order to achieve our goals Help Addivisers by guaranteeing they have access to required information and daily updates and clarifying questions. Analyze customer and ally support metrics to generate insights for our Customer and Ally insights Attend important meetings and rituals that Operations have. Generate reports for our Customer Experience leadership Develop important metrics to make sure we measure everything that impacts our customers and allies. Supervise our operation on a daily basis Create new and review existing processes Present KPI's results in meetings Constantly review the CX metrics in order to achieve our goals Create strategies to improve our KPI's individually and in group Support the CX coordinator Lead the CX team with examples and passion Be a reference point in a fast-changing environment Participate in assessments to hire the best talents for CX. Elaborate plans to achieve Operations goals. Negotiate accordingly with other areas when it comes to Cx projects Requirements Non-negotiable High empathy for our Addivisers, capable of understanding his/her concerns. Patience and emotional intelligence to help Addivisers handle upset clients. Strong communication skills (oral and written) Capable of using computer tools, such as help desk and comms platforms. Ability to understand how our business works. Capable of using Excel for report creating and analysis purposes. Teamwork and hands-on. Capable of working closely with other teams and members in the company. Capable to understand and follow procedures. Problem solving Capable of making decisions Ability to support other team members Capable of communicating other team members about what is going on in Operations Strong communication skills (oral and written) Capable of creating KPI's and Project reports Ability to analyze customer and ally support data in order to create new processes, insights etc. Capable of creating tasks to guarantee Operations keep running smoothly. Capable of contacting Allies and Customers proactively when needed Ability to deal with internal and external conflicts Availability to work on weekends eventually Visit allies to understand their needs and how our product works Ability to improve our operation work Previous experience working as a CX/Operations Team Leader Ability to communicate verbally and written in Spanish Deliver feedback to agents in an assertive, direct and constructive way. Desirable: Graduation in business administration or related areas. Interesting in learning more about Addi and it's products 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. 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), flexible time-off, learning budget. #J-18808-Ljbffr