Customer Support Analyst

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. About the Role Be the champion of Addi's customers and partners by providing exceptional, high-quality support that resolves their needs efficiently and effectively across all channels. Drive customer loyalty and partner satisfaction by ensuring every interaction strengthens their trust and confidence in Addi. What’s the mission you’ll drive Protect and elevate the experience of Addi’s customers and partners by delivering thoughtful, timely, and high-quality support through multiple channels. Resolve issues with care, always aiming for first-contact resolution. Escalate complex cases appropriately and follow up to ensure transparency, c ustomer satisfaction, and continuous improvement. You’ll play a critical role in building trust and loyalty at every touchpoint. What you will do Champion Customer Satisfaction You will be at the forefront of our efforts to ensure our customers have positive and satisfying experiences with every interaction across all support channels. Your dedication to providing excellent support will directly contribute to improving how our customers feel about Addi. Drive Efficient Issue Resolution You will strive to resolve customer inquiries and issues effectively and thoroughly during the first interaction. Your goal will be to make the resolution process easy and efficient for our customers, minimizing the need for follow-up.