Customer Excellence Senior Analyst - Bogotá (Bilingual Experience)

About Nu

Nu is the leading digital bank in Latin America, serving 135 million customers across Brazil, Mexico, and Colombia. The company has been leading an industry transformation by leveraging data and proprietary technology to develop innovative products and services.

Guided by its mission to fight complexity and empower people, Nu caters to customers’ complete financial journey, promoting financial access and advancement with responsible lending and transparency. The company is powered by an efficient and scalable business model that combines low cost to serve with growing returns.

Nu’s impact has been recognized in multiple awards, including Time 100 Most Influential Companies, Fast Company’s Most Innovative Companies, and Forbes World’s Best Banks.

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About the Role

You’ll be part of Nu’s global expansion one of the most exciting chapters in our story. As we enter new international markets, customer experience is our most powerful differentiator, and this role sits at the heart of it.

As a Customer Experience Analyst on our internationalization team, you’ll be a founding member of a CX operation built from scratch in a brand-new country. That means you’ll do more than handle customer interactions - you’ll help shape how we operate, train, and grow across borders. From delivering mind-blowingly great support to identifying process gaps and turning customer feedback into business insight, your work will directly influence what Nu looks like for customers in new markets around the world.

This is a role for someone who thrives in fast-moving environments, cares deeply about people, and is excited by the challenge of building something from the ground up - with the full backing of a global platform behind them.

You’ll be responsible for

• Deliver first and second level customer support across chat, email, back-office, and phone channels, consistently meeting CX metrics and ensuring an outstanding customer experience in all supported languages.

• Manage the CX knowledge base and training processes to ensure team members are equipped to handle all case types - including complex and escalation-worthy situations - with confidence.

• Monitor CX metrics, identify trends and opportunities, and design and implement action plans to continuously improve performance and customer satisfaction.

• Alert relevant stakeholders to operational needs and opportunities, including headcount requirements, training gaps, and people-related inputs.

• Coordinate local initiatives with broader organizational and cross-functional efforts involving the Xpeer team, including support for new international market launches.

• Ensure all customer excellence processes are documented, accessible, and kept up to date at the squad level.

• Switch seamlessly across support squads and roles as the team grows and evolves, bringing consistency and energy to each area.

We are looking for a person who has

Required

• 2 to 3 years of experience in customer service or operations roles, ideally in high-volume or fast-paced environments.

• Bilingual proficiency in Spanish plus at least one of the following languages: English, Portuguese, German, Italian or French - written and spoken. Language skills will be evaluated during the hiring process.

• Strong analytical and data-driven mindset, with the ability to read metrics, spot patterns, and turn insights into action.

• Excellent people skills: you genuinely enjoy engaging with customers and colleagues from diverse backgrounds, and you go the extra mile to create memorable experiences.

• Comfort working across multiple tools, topics, and roles simultaneously - multitasking comes naturally to you.

• Studying for or holding a professional degree in any field.

Nice to have

• Proficiency in more than one additional language from the list above.

• Experience with knowledge base management or training coordination.

• Familiarity with CX platforms, ticketing tools, or support metrics dashboards.

Location for this Opportunity

Bogotá, Colombia.

This is a fully on-site role based at our Bogotá office.

Our Benefits

• Chance of earning equity at Nu

• Extended maternity and paternity leaves

• Health and life insurance

• NuCare - Our mental health and wellness assistance program

• Nucleo - Our learning platform of courses

• NuLanguage - Our language learning program

• Vacations of 15 workdays

• Gym partnership

• Work-from-home Allowance

• Parental Consultancy

• Relocation Assistance Package, if applicable

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Our recruitment process may involve the use of artificial intelligence - enabled tools, such as automated interview transcription and analysis, to support the evaluation process. Artificial intelligence is not used to make final hiring decisions; all decisions are made by human reviewers.