Global CX Analyst — Multilingual & Data-Driven

Nu Colombia; Bogotá; On-site; COP 60,000,000 - 90,000,000; Full time

Benefits offered by this job

Equity (possible)

Extended maternity and paternity leave

Health and life insurance

NuCare — mental health program

Nucleo — learning platform

NuLanguage — language learning

Vacations 15 workdays

Gym partnership

Work-from-home Allowance

Parental Consultancy

Relocation Assistance

Job summary

Nu Colombia is expanding its international CX operation from Bogotá, building a brand-new customer experience function in a brand-new market. You’ll help shape how we operate, train, and grow across borders, delivering great support in multiple languages and turning feedback into business insights.

This role sits at the heart of our global platform, enabling a fast-moving, people-centered CX operation as Nu scales internationally from its Bogotá hub.

Qualifications

• 2 to 3 years in customer service or operations, in high-volume environments.
• Bilingual in Spanish plus English/Portuguese/German/Italian/French written and spoken.
• Strong analytical mindset; read metrics and turn insights into action.
• Excellent people skills; enjoy engaging with diverse customers and colleagues.
• Comfort multitasking across tools, topics, and roles.

Responsibilities

• Deliver first and second level customer support across chat, email, back-office, and phone channels with strong CX.
• Manage CX knowledge base and training for the team to handle all cases confidently, including escalations.
• Monitor CX metrics, identify trends, and design action plans to improve performance and satisfaction.
• Alert stakeholders to operational needs, headcount requirements, and training gaps.
• Coordinate local initiatives with broader organizational efforts for new international market launches.
• Ensure CX processes are documented and kept up to date at the squad level.
• Switch across support squads and roles as the team grows.

Skills

Customer service

Data analysis

Multitasking

Communication

People skills

Education

Professional degree

Tools

CX platforms

Ticketing tools

Metrics dashboards

Job description

Nu Colombia is expanding its international CX operation from Bogotá, building a brand-new customer experience function in a brand-new market. You’ll help shape how we operate, train, and grow across borders, delivering great support in multiple languages and turning feedback into business insights.

This role sits at the heart of our global platform, enabling a fast-moving, people-centered CX operation as Nu scales internationally from its Bogotá hub.