Team Lead In Customer Experience (Fintech)

TL;DR

Team Lead In Customer Experience (Fintech): Managing and optimizing a high-performing team of CX agents to deliver exceptional support for customers and partners with an accent on operational efficiency and KPI monitoring. Focus on improving CX processes, fostering a culture of accountability, and analyzing feedback to drive business growth.

Location: Bogotá

Company

A leading Colombian fintech platform providing banking solutions and Buy Now, Pay Later services to millions of customers and merchants.

What you will do

• Lead and support CX agents, providing continuous feedback, tools, and guidance for professional growth.
• Oversee daily CX operations and monitor support metrics to identify trends and areas for improvement.
• Develop and implement strategies to enhance CX performance at both individual and team levels.
• Collaborate with Finance, Risk, and Legal teams to align customer experience initiatives with business goals.
• Generate reports and dashboards for leadership by analyzing customer and ally feedback.
• Participate in the hiring and onboarding process to attract top CX talent.

Requirements

• Proven experience in leading customer experience or support teams.
• Strong ability to monitor and analyze KPIs and translate data into actionable insights.
• Experience in operational process optimization and performance management.
• Ability to foster a culture of accountability and collaboration.
• Must be based in Bogotá.

Culture & Benefits

• Competitive salary and benefits package.
• Opportunity to grow within a high-growth fintech environment.
• Access to top-tier professional networking and a culture of continuous learning.
• Environment that values teamwork, innovation, and ownership.

Hiring process

• Initial recruiter interview to discuss experience and cultural fit.
• Hiring manager interview focused on leadership style and problem-solving.
• Deep dive interviews with future colleagues and cross-functional partners.
• Business case study focusing on CX and operational efficiency.
• Final interview with senior leadership for values alignment.