Verification & Customer Support Lead (Colombia, Fintech / Digital Lending)

We are looking for a Verification & Customer Support Lead to build, manage, and take full ownership of both our verification (KYC & affordability) and customer support functions. This is a strategic operational role combining risk control, fraud prevention, and customer experience. You will design and scale manual and semi-automated verification processes tailored to the Colombian market, while ensuring high-quality, compliant customer support across the full user lifecycle.

Key Responsibilities

1. Verification & Affordability

• Own end-to-end verification processes (KYC, identity validation, and fraud controls).
• Define rules for income validation and financial risk flags adapted to both formal employees and self-employed profiles (Independientes ), utilizing alternative data and PILA history.
• Standardize underwriting decisions across the operations team to maintain optimal turnaround time (TAT).