Back Office Support Coordinator

About the role

Join Plata as a Back Office Support Coordinator and lead the second‑line Customer Care operation in Colombia. You will handle complex cases that cannot be solved by first‑line support, either resolving them directly or coordinating with Legal, IT Support and other teams to ensure timely closure.

Key responsibilities

• Manage and resolve second‑line escalations, ensuring timely follow‑up and closure of complex customer cases.
• Monitor compliance with operational and regulatory SLAs, guaranteeing response and resolution times meet established standards.
• Oversee accurate registration, classification and tracking of complaints and claims through the Smart Supervision platform.
• Design, implement and scale the second‑line Customer Care operation, including processes, team structure and employee development.
• Coordinate case resolution with internal stakeholders such as Legal, IT Support and Customer Care teams.
• Generate and analyse performance, quality and compliance reports to drive continuous improvement.

Required profile

• Minimum university degree (professional career).
• At least 3 years of experience in back‑office operations, second‑line customer support or escalation management, preferably in banking, fintech or financial services.
• Proven experience leading or coordinating teams.
• Advanced conversational English.

Required skills

• Experience with Smart Supervision or similar complaint/PQR management platforms.
• Proficiency with CRM platforms.
• Strong knowledge of Google Workspace.
• Data‑visualisation and analytics using Tableau.
• Collaboration tools such as Confluence and Jira.

What we offer

• Competitive base salary.
• Full statutory benefits.
• Indefinite‑term employment contract.