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 customer experience and B2C operational management. 2. Propose innovative and technological solutions for operations. 3. Collaborate in making key decisions for growth. **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 by **revolutionizing** access to **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 our 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 coordination—ensuring smooth onboarding and management of internal and external channels, users, and pricing—while guaranteeing compliance, quality, and timeliness in responses. Additionally, this role includes **data management, analysis, and reporting** to ensure continuous information maintenance. **How Will You Achieve This?** Your responsibilities will include: * **Supervise delivery of an exceptional experience** for customers, stores, and internal stakeholders via 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 diverse sources using tools to build reliable information bases. * **Propose innovative solutions** and technologies for information, team, and process management that enhance operational efficiency without compromising human-centric quality. * Collaborate in making key decisions for company growth. **You Are the Candidate We Are Looking For If You Have…** * Minimum education: University degree in Engineering or related fields such as Administration, Communications, International Relations, Industrial Engineering, Marketing, etc. * Minimum **3 years of experience** managing a team of agents and handling activities in: **Customer Success/Support, metric tracking, and report generation.** * **Proven experience:** in data processing and analysis, interpretation, and insight management for reporting. * **Proven experience:** designing, proposing, innovating, and scaling operational/administrative processes to improve service and area quality. * **Proficiency in Excel and Google Sheets** at an advanced intermediate level. \ * **English proficiency at an intermediate-to-advanced level.** * Experience with other digital tools *(desirable).* * **Availability \[IMPORTANT]:** 5 working days per week with 2 rotating rest days. \[Considering operational dynamics: Monday through Sunday. Service window between 8:00 AM \- 9:00 PM \| Fulfilling exactly 8 hours per day] **What the Company Offers You** * Monthly compensation aligned with knowledge and experience. * **Monthly** payment. * **Working Hours:** \[Considering operational dynamics: Monday through Sunday. Service window between 8:00 AM \- 9:00 PM \| Fulfilling exactly 8 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 part of the company transforming LATAM, this position is for you. We want to meet you!** Application Question(s): * This opportunity is hybrid, and the work schedule is: Monday through Sunday, considering the service window from 8:00 AM \- 9:00 PM \| 2 rest days \[Working exactly 8 hours per day]. In which region do you reside? * Just to confirm: Have you previously managed teams of Customer Service/Success/Support agents? If yes, how many years of experience do you have? 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