Location: Bogotá, Colombia (Hybrid)

Reports to: COO

Seniority: Mid-level (3–5 years experience)

Language Requirement: Spanish (native) + English (bilingual proficiency)

🏦 About Guama

Guama is a financial technology company focused on expanding access to credit in Latin America. Backed by leading VCs, the company provides credit cards to underserved segments using AI and open banking data, enabling more inclusive and accurate underwriting.

Founded by former Nubank employees, Guama was created to address a clear market gap: millions of individuals across the region are excluded from formal financial services despite being creditworthy. By combining technology, alternative data, and thoughtful product design, Guama is building a new approach to consumer credit — starting in Colombia.

🚀 What You’ll Do

We’re looking for a Customer Experience Lead to build, scale, and continuously improve how we serve our customers. This is not a traditional support role — this is an ownership role.

Your responsibilities will include:

Own the customer experience end-to-end

• Ensure fast, empathetic, and high-quality customer support across all channels
• Define and monitor service standards and response time targets
• Handle complex or sensitive customer cases when needed

Build and improve processes

• Design scalable support workflows, policies, and playbooks
• Identify recurring issues and drive root-cause solutions with product and operations teams
• Implement tools, automations, and reporting systems to improve efficiency

Turn feedback into product improvements

• Systematically capture customer insights
• Translate complaints and friction points into actionable recommendations
• Partner with product, risk, and operations to improve the customer journey

Lead and scale the CX function

• Help hire, train, and develop the CX team
• Define performance metrics and quality standards
• Build a strong customer-centric culture across the company

Own CX performance

• Track and improve key metrics such as response time, resolution time, satisfaction, and retention
• Build dashboards and reporting to inform leadership decisions

🧠 What We’re Looking For

We need a hands-on builder with strong customer instinct and the ability to create scalable solutions. You’re a good fit if you:

• Have strong customer empathy and a genuine commitment to solving problems well
• Are highly proactive and resourceful — if something doesn’t exist, you build it
• Are a structured thinker who can turn complex or messy situations into clear, scalable processes
• Are comfortable operating in a fast-changing, high-growth environment
• Have strong written and verbal communication skills
• Have the ability to manage multiple stakeholders and priorities effectively
• Have experience building or improving operational or customer-facing processes
• Experience leading, mentoring, or coordinating others

Preferred qualifications

• Hands-on experience working with credit or debit products (cards, issuing, payments, or related operations). If you have worked specifically with credit cards in the past, it’s a big plus! 😉
• Familiarity with customer support platforms (Zendesk, Intercom, etc.)
• Data analysis skills (Excel, SQL, dashboards)

💼 What We Offer

• Real ownership and autonomy — you’ll have full access to our company, the freedom to drive your ideas, and your voice will carry weight from day one. As part of a small team, your work will directly influence strategic decisions and impact thousands of users.
• Full-time permanent contract, with 17 vacation days per year
• Stock options
• Flexible hours and remote days
• Christmas week off to rest and recharge

If this sounds like the kind of challenge you’re ready to take on, don’t hesitate to apply 📩

We can’t wait to meet you and build the future of credit in Latin America together.