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

Put customers and allies at the center of decisions and lead the cultural shift towards customer centricity. Enhance and streamline the customer journey by developing strategies that align with customer needs, improving touchpoints, and fostering collaboration across departments. Leverage data and feedback to drive informed decisions, advocate for the customer’s voice within the organization, and stay ahead of industry trends

What you will do

• Propose and implement new measurement methods (NPS survey, end-to-end view vs. transaction view).

• Implement ROX (return on Xperience) metrics, linking customer satisfaction metrics (CSAT, NPS), with business outcomes (churn, GVM, purchase frequency).

• Support the development of a customer-centric culture within the organization, training whole company, working to increase engagement of customer facing employees, leading the customer committee. Measure the before and after through internal survey to check customer centricity maturity level.

• Positive impact on overall sales and revenue as a result of better customer experiences, increasing customer lifetime value (CLV) through upselling, cross-selling, and repeat business.

Requirements

• Deep knowledge in Customer Experience work

  • Proven exprience (at least 7 years) in customer services operations. Collections is a plus.

  • Proven experience (at least 3 years) in customer experience roles (not only support, but customer experience cross function, overseen CX for the company, nor department).

  • In-depth knowledge of CX strategies and methodologies (VOC, design, metrics and measurement, culture)

  • Familiarity with CRM software and other CX tools.

• Customer-Centric Mindset

  • Deep understanding of customer needs and behaviors

  • Empathy and ability to see things from customers’ perspective

• Analytical skills

  • Proficiency in data analysis to interpret customer feedback and identify trends

  • Demonstrated ability to use analytical and quantitative skills to drive strategic decision-making.

• Problem Solving

  • Creative thinking to develop solutions that address customers pain points.

  • Capacity to make sound judgments under pressure and prioritize tasks based on urgency and importance

• Project Management

  • Ability to manage multiple projects simultaneously

  • Skills in planning, organizing, and managing resources to bring about successful project completion.

• Collaboration and Influencing skills

  • Ability to work cross-functionally with other departments like marketing, sales, and product development

  • Skills in influencing and negotiating to advocate for the customer’s needs within the organization.

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, and visa sponsorship for foreigners.