Back-Office Support Coordinator
On-siteBogotá, Bogota D.C., Colombia
Bogotá, Bogota D.C., ColombiaOn-siteFull TimeSenior LevelMedium
Full TimeSenior LevelMedium
Job Summary
Lead the second-line Customer Care operation in Colombia by managing complex escalations and coordinating with Legal and IT teams to ensure timely case resolution. Oversee compliance with regulatory SLAs, monitor complaint and claim tracking through Smart Supervision, and design the operational framework from the ground up. Prioritize multiple initiatives simultaneously to maintain efficiency and deliver an excellent customer experience. Generate performance and quality reports to drive continuous improvement. This role supports Plata's expansion into Colombia as we build our financial infrastructure.
Required Qualifications
- 3+ years of experience in back-office operations, second-line customer support, or escalation management, ideally within banking, fintech, or financial services
- Proven experience leading or coordinating teams effectively
- Experience working with Smart Supervision or similar complaint/PQR management platforms, including compliance with regulatory SLAs (e.g., response deadlines established by the Financial Superintendence of Colombia)
- Experience collaborating with Legal and IT Support teams to resolve complex cases
- Experience designing and implementing escalation processes and protocols from the ground up
- Proficiency with management and analytics tools such as CRM platforms, Google Workspace, Tableau, Confluence, Jira, or similar solutions
- Advanced conversational English
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