Second-Line Customer Care Leader (Escalations)

Plata Card; Bogotá; On-site; COP 60,000,000 - 90,000,000; Full time

Benefits offered by this job

Competitive base salary

Full statutory benefits

Indefinite-term employment contract

Job summary

Plata Card is expanding its operations into Colombia and seeking a Back-Office Support Coordinator to lead the second-line Customer Care in Bogotá. You will manage complex cases, ensure regulatory SLA compliance, and collaborate with Legal and IT teams to resolve issues efficiently.

You will design and scale the second-line operation, oversee PQR tracking, and generate reports to drive continuous improvement, all while delivering a high-quality customer experience.

Qualifications

• 3+ years in back-office or escalation roles in banking/fintech.
• Proven ability to lead or coordinate teams.
• Experience with Smart Supervision or similar PQR management platforms.
• Experience collaborating with Legal and IT Support teams to resolve complex cases.
• Experience designing escalation processes and protocols from the ground up.
• Proficient in CRM, Google Workspace, Tableau, Confluence or Jira.
• Advanced conversational English.

Responsibilities

• Manage and resolve second-line escalations with timely follow-up.
• Monitor compliance with operational and regulatory SLAs.
• Oversee registration, classification, tracking of PQRs.
• Design and scale the second-line Customer Care operation.
• Coordinate resolution with Legal, IT Support, and Customer Care teams.
• Manage multiple cases and initiatives to maintain efficiency.
• Generate performance, quality, and compliance reports.

Skills

Back-office operations

Second-line customer support

Escalation management

Team leadership

Cross-functional collaboration

English proficiency

Tools

CRM platforms

Google Workspace

Tableau

Confluence

Jira

Job description

Plata Card is expanding its operations into Colombia and seeking a Back-Office Support Coordinator to lead the second-line Customer Care in Bogotá. You will manage complex cases, ensure regulatory SLA compliance, and collaborate with Legal and IT teams to resolve issues efficiently.

You will design and scale the second-line operation, oversee PQR tracking, and generate reports to drive continuous improvement, all while delivering a high-quality customer experience.