Addi Bogotá, D.C., Capital District, Colombia CX Trainer Get AI-powered advice on this job and more exclusive features. About Addi We are a leading financial platform, building the future of payments, shopping, and banking—a world where consumers and merchants can transact effortlessly, grow together, and where we create abundance and pride. Today, we serve over 2 million customers and partner with more than 20,000 merchants, making Addi Colombia’s fastest-growing marketplace. We provide banking solutions (deposits, payments, unsecured credit) and commerce services (e-commerce, marketing) using state-of-the-art technology, bridging the financial gap for millions and redefining how people experience financial freedom. As the country’s leading Buy Now, Pay Later provider, we have secured regulatory approval to operate as a bank, unlocking greater opportunities for our customers. In the past year, we have achieved profitability, reinforcing our business strength and scalability. Our mission has earned the trust of world-class investors, including Andreessen Horowitz, Architect Capital, GIC, Goldman Sachs, Greycroft, Monashees, Notable Capital, Quona Capital, Union Square Ventures, Victory Park Capital, and more, who support our vision for the future. With their backing, we are transforming Latin America’s financial ecosystem and shaping the next generation in Colombia. What sets us apart is our approach to building. We are a conscious company, driven by deep experience in scaling technology, services, and products, living by our values every day. About The Role Empower Addi's Operations team with the knowledge and skills to deliver exceptional customer experiences and achieve operational excellence, directly improving performance metrics and customer satisfaction. This involves designing, delivering, and continuously improving impactful training programs aligned with evolving business needs. What You Will Do Improve agent performance metrics by increasing the Customer Satisfaction Score (CSAT) through focused training on active listening and empathetic communication. Enhance training effectiveness by achieving high satisfaction scores based on agent feedback. Develop comprehensive training materials, designing new or revised modules on onboarding, product knowledge, and processes, rated as highly effective by agents. Increase knowledge retention and application, demonstrated by improved scores on post-training assessments. Promote continuous improvement by identifying and implementing targeted training reinforcements or coaching based on performance data and feedback. What We’re Looking For Instructional Design & Content Development: Strong understanding of adult learning theories, experience creating engaging content with tools like Articulate Storyline, Camtasia, Google Slides; ability to develop aligned training plans. Facilitation & Delivery: Proven ability to facilitate engaging sessions, adapt in real-time, and use effective questioning and feedback techniques. Performance Analysis & Coaching: Skills in analyzing performance data, conducting training needs assessments, and providing individualized coaching. Communication & Collaboration: Excellent communication skills, ability to build strong relationships, and collaborate with cross-functional teams. Results & Initiative: Focus on metrics, proactive problem-solving, and continuous improvement based on feedback and data. How The Hiring Process Looks Like We believe in a fast, transparent, and engaging process. It includes: Step 1: People Interview (30 min)—a conversation about your values, motivations, and journey. Step 2: Assessment Center (120 min)—a technical challenge to evaluate your skills in partner verification and fraud prevention, investing approximately 2 hours with our team. We value your time and aim to complete the process quickly, providing feedback regardless of the outcome to ensure a valuable experience. Seniority level Entry level Employment type Full-time Job function Education and Training Referrals increase your chances of interviewing at Addi by 2x. Sign in to set job alerts for “Instructor” roles. #J-18808-Ljbffr