Talent Pool - Customer Excellence Senior Analyst (Bilingual Experience)

Nu serves more than 140 million customers, guided by a mission to fight complexity and empower people. 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. Signing up to the Talent Pool does not mean immediate participation in a selection process. These positions are 100% on-site at our Bogota, Colombia office.

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, bringing consistency and energy to each area

Requirements

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; Spanish plus at least one additional language (English, Portuguese, German, Italian, or French) is required, written and spoken

Nice to have

More than one additional language; Experience in 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; Relocation assistance package, if applicable