Back-Office Support Coordinator (Fintech)

TL;DR

Back-Office Support Coordinator (Fintech): Leading second-line customer care operations for the expansion into Colombia with an accent on escalation management and regulatory compliance. Focus on building the operational framework from the ground up, managing PQRs, and coordinating with Legal and IT teams to resolve complex cases.

Location: Bogotá, Colombia

Company

A fintech company that has recently received a banking license in Mexico and is currently expanding its operations into the Colombian market.

What you will do

• Lead second-line Customer Care operations and manage complex case escalations.
• Ensure compliance with internal and regulatory SLAs, specifically regarding the management of complaints and claims (PQRs).
• Design, implement, and scale the operational framework, team structure, and internal processes from the ground up.
• Coordinate case resolution with internal stakeholders, including Legal and IT Support teams.
• Generate and analyze performance and quality reports to identify opportunities for continuous improvement.

Requirements

• 3+ years of experience in back-office operations or second-line customer support, ideally within banking or fintech.
• Proven experience leading or coordinating teams effectively.
• Experience with Smart Supervision or similar PQR management platforms and compliance with Colombian regulatory SLAs.
• Proficiency with management and analytics tools such as CRM platforms, Google Workspace, Tableau, Confluence, and Jira.
• Advanced conversational English.
• Must be based in Bogotá, Colombia.

Culture & Benefits

• Competitive base salary and full statutory benefits.
• Indefinite-term employment contract.
• A professional environment that prioritizes contributions over titles.
• Investment in talent and support for professional development.