Customer Excellence Senior Analyst - Bogotá (Italian Speaker)

Part of Nu's global expansion. As a Customer Experience Analyst on the internationalization team, you will be a founding member of a CX operation built from scratch in a brand-new country, helping shape how Nu operates, trains, and grows across borders.

Responsibilities

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; 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

Requirements

2 to 3 years of experience in customer service or operations roles, ideally in high-volume or fast-paced environments; Bilingual proficiency in Spanish and Italian; Strong analytical and data-driven mindset, with the ability to read metrics, spot patterns, and turn insights into action; Excellent people skills: genuinely enjoys engaging with customers and colleagues from diverse backgrounds and goes the extra mile to create memorable experiences; Comfort working across multiple tools, topics, and roles simultaneously; 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

Benefits

Chance of earning equity at Nu; Extended maternity and paternity leaves; Health and life insurance; NuCare mental health and wellness assistance program; Nucleo learning platform of courses; NuLanguage language learning program; Vacations of 15 workdays; Gym partnership; Work-from-home allowance; Parental consultancy