Talent Pool - Customer Excellence Senior Analyst (Bilingual Experience)

About Nu

Nu serves more than 140 million customers, guided by a mission to fight complexity and empower people. The company has been leading an industry transformation through innovative products and human-centered services.

Proprietary technology and data at scale power Nu’s digital platform, built to promote financial access, advancement, and transparency. Its business model thrives on customer love and lower costs, feeding a flywheel of growth and profitability.

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About the Role

Do you want to be part of the team redefining how millions of people interact with solutions that are part of their everyday lives?

We’re building a new way of doing things: simpler, more transparent, and more human. We’re looking for bilingual people who want to be part of Nu’s international expansion and help build a world-class customer experience operation from the ground up.

When you join our Talent Pool, your profile is saved for future opportunities. When a role aligned with your background opens up, we’ll contact you at the email you registered.

Shall we build the purple future together?

Important:

• Signing up does not mean immediate participation in a selection process.

• You’ll be considered for future roles as new positions open.

• This is a great opportunity if you’re interested in customer service and customer experience (CX) in an international environment.

• These positions are 100% on-site at our Bogotá, Colombia office.

• Spanish plus at least one additional language (English, Portuguese, German, Italian, or French) is required, written and spoken. Your language skills will be evaluated during the hiring process.

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.

What we’re looking for

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

• A strong analytical, data-driven mindset: you read metrics, spot patterns, and turn insights into action.

• Excellent people skills and a drive to create memorable experiences.

• Comfort working across multiple tools, topics, and roles at the same time.

• Currently studying for, or holding, a professional degree in any field.

• Nice to have: more than one additional language, experience in knowledge base management or training coordination, and 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

• Explore how we build technology at Nubank

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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.

To maintain a consistent and fair process for every candidate, Nu does not provide individualized technical feedback. See how our policy works here