CX Analyst - Portuguese & Spanish (On-site Bogota)

Nu Colombia; Bogotá; On-site; COP 48,000,000 - 72,000,000; Full time

Benefits offered by this job

Equity opportunities

Extended parental leave

Health insurance

Mental health program

Learning platform

Language learning program

15 days vacation

Gym partnership

Work-from-home allowance

Parental consultancy

Job summary

Nu Colombia is seeking a Customer Experience Analyst to help build our CX operation in a new market. You will deliver first and second level support across chat, email, back-office and phone channels, while shaping processes and training for the team.

In this role you’ll monitor CX metrics, identify trends, and drive improvements; coordinate with cross-functional teams for new market launches; and ensure up-to-date documentation of all customer excellence processes within the squad.

Qualifications

• 2–3 years of experience in customer service or operations.
• Bilingual in Spanish and Portuguese.
• Strong analytical and data-driven mindset.
• Excellent people skills and ability to engage diverse customers.
• Studying for or holding a professional degree in any field.

Responsibilities

• Deliver first and second level customer support across chat, email, back-office, and phone channels, meeting CX metrics and ensuring outstanding experiences.
• Manage the CX knowledge base and training processes to equip the team for all case types, including escalation-worthy situations.
• Monitor CX metrics, identify trends and opportunities, and design action plans to improve performance and customer satisfaction.
• Alert stakeholders to headcount requirements, training gaps, and people-related inputs.
• Coordinate local initiatives with broader org efforts involving the Xpeer team, including support for new international market launches.
• Ensure all customer excellence processes are documented, accessible, and up to date at squad level.
• Switch seamlessly across support squads and roles as the team grows.

Skills

Bilingual Spanish & Portuguese

Analytical mindset

Excellent people skills

Multitasking

Customer service experience

Education

Pursuing degree in any field

Job description

Nu Colombia is seeking a Customer Experience Analyst to help build our CX operation in a new market. You will deliver first and second level support across chat, email, back-office and phone channels, while shaping processes and training for the team.

In this role you’ll monitor CX metrics, identify trends, and drive improvements; coordinate with cross-functional teams for new market launches; and ensure up-to-date documentation of all customer excellence processes within the squad.