Customer & Success Coordinator

Description

Job Summary: We are seeking a Customer & Success Coordinator to strengthen our Customer Success team, maintaining and supporting B2C operational processes, customer service, and data management. Key Highlights: 1. Lead the B2C customer experience and satisfaction 2. Drive innovation in operational processes and technology 3. Be part of a leading Fintech in Latin America **About the Company** If you want to join the **Fintech** founded in 2015, a leader in delivering the **best customer service and experience** across Latin America, **revolutionizing** how customers access **credit opportunities and reaching 9 million satisfied customers** in all countries where it operates, this opportunity is for you… **APPLY!** **About the Opportunity** We are currently looking to strengthen our Customer Success team with the next: **Customer \& Success Coordinator.** The **Customer \& Success Coordinator** will be responsible for **key B2C activities to maintain and support** operational processes, customer service, and team operations—ensuring smooth onboarding and management of internal and external channels, users, and pricing—while guaranteeing compliance, quality, and timeliness in responses. Additionally, **managing, analyzing, and generating data and reports**, to continuously maintain information. **How will you achieve this?** Your responsibilities will include: * **Oversee delivery of an exceptional experience** for customers, stores, and internal stakeholders through communication channels such as WhatsApp, Zoho, Slack, and email. * Manage requests, tickets, and requirements from internal teams and customers according to service-level agreements. * **Meet internal stakeholders’ data needs by analyzing, filtering, and structuring insights** from various sources using tools to build reliable information bases. * **Propose innovative solutions** and technologies for managing information, teams, and processes—ensuring operational efficiency without compromising human quality. * Collaborate in key decision-making for company growth. **You are the person we are looking for if you have…** * Minimum education: University degree in Engineering or related fields: Administration, Communications, International Relations, Industrial Engineering, Marketing, etc. * Minimum **3 years of experience** **leading a team** of agents and handling responsibilities in: **Customer Success/Support, metric tracking, report generation.** * **Proven experience:** in data processing and analysis, interpretation and management of insights for reporting. * **Proven experience:** designing, proposing, innovating, and scaling operational/administrative processes to improve service and departmental quality. * **Proficiency in Excel and Google Sheets** at an advanced intermediate level. \ * **English proficiency at Intermediate \- Advanced level.** * Familiarity with other digital tools *(desirable).* * **Availability \[IMPORTANT]** to work 5 days per week with 2 rotating rest days. \[Considering operational dynamics: Monday to Sunday. Service window between 8:00am \- 9:00pm \| Fulfilling exactly 8 working hours per day] **What the company offers you** * Monthly compensation aligned with knowledge and experience. * **Monthly** payment. * **Working Hours:** \[Considering operational dynamics: Monday to Sunday. Service window between 8:00am \- 9:00pm \| Fulfilling exactly 8 working hours per day] \**Availability to work according to operational needs is required.* Working 5 days per week with 2 rotating rest days. * **Additional benefits** * Extra vacation days. * Annual development benefit. * Annual travel benefit. * Location: Bogotá, Colombia. * Work modality: Hybrid \- 3 days in the office and the rest remotely. * Free training. * A unique and inclusive experience of our Culture. * Opportunity to work with multicultural teams. * Long-term growth. **If you want to be a fundamental piece of the company transforming LATAM, this position is for you. We want to meet you!** Application question(s): * This opportunity is hybrid, and the working schedule is Monday to Sunday, considering the service window from 8:00am \- 9:00pm \| 2 rest days \[Working exactly 8 hours per day]. In which region do you reside? * Just to confirm: Have you previously led Customer Service/Success/Support agent teams? If yes, how many years of experience do you have, and how many people were under your supervision and/or within your area? * Which digital tools have you had the opportunity to use? (e.g., Jira, Zendesk, ServiceNow, or similar) * What is your proficiency level in Excel and Google Sheets? And just to confirm: Have you used Power BI / SQL in your professional activities? * Are you currently employed? * What is your current/last salary? Workplace: Hybrid in Bogotá, Cundinamarca