Global CX Analyst - Build World-Class Support in Markets

Nu Colombia; Bogotá; Presencial; COP 46.872.000 - 72.540.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity participation

Health & life insurance

Learning platform access

Relocation assistance (if applicable)

Work-from-home allowance

Descripción de la vacante

Nu is expanding its global footprint with a Customer Experience Analyst in Bogotá to build and scale a CX operation from the ground up in a new country. You will shape processes, train teams, and translate customer feedback into actionable insights across borders.

You’ll join a fast-moving environment, thrive on people-centric service, and contribute to Nu’s mission of clear, accessible customer experiences worldwide. This on-site role places you at our Bogotá office.

Formación

• 2–3 years of experience in customer service or operations in high-volume environments.
• Bilingual in Spanish plus at least one of English, Portuguese, German, Italian or French.
• Strong data-driven mindset with ability to read metrics and turn insights into action.
• Excellent people skills and ability to engage with diverse customers and colleagues.
• Comfort multitasking across tools, topics, and roles.
• Studying for or holding a professional degree in any field.

Responsabilidades

• Deliver first and second level customer support across chat, email, back-office, and phone channels, meeting CX metrics and ensuring outstanding experience in all supported languages.
• Manage the CX knowledge base and training processes to enable handling of all case types, including escalation-worthy situations.
• Monitor CX metrics, identify trends, and design action plans to improve performance and customer satisfaction.
• Alert stakeholders to operational needs, including headcount, training gaps, and people-related inputs.
• Coordinate local initiatives with cross-functional teams, supporting new international market launches.
• Ensure customer excellence processes are documented, accessible, and up to date at squad level.
• Switch across support squads and roles as the team grows, bringing consistency and energy.

Conocimientos

Spanish (bilingual)

Analytical mindset

Multitasking capability

People skills

Educación

Professional degree in any field

Herramientas

CX platforms

Ticketing tools

Dashboards/BI tools

Descripción del empleo

Nu is expanding its global footprint with a Customer Experience Analyst in Bogotá to build and scale a CX operation from the ground up in a new country. You will shape processes, train teams, and translate customer feedback into actionable insights across borders.

You’ll join a fast-moving environment, thrive on people-centric service, and contribute to Nu’s mission of clear, accessible customer experiences worldwide. This on-site role places you at our Bogotá office.