Global CX Builder — Senior Analyst (Bogotá)

Nubank; Bogotá; Presencial; COP 60.000.000 - 90.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity opportunity

Extended parental leaves

Health and life insurance

Mental health program (NuCare)

Learning platform (Nucleo)

Language learning (NuLanguage)

15 workdays vacation

Gym partnership

Work-from-home allowance

Relocation assistance

Descripción de la vacante

Nubank in Bogotá, Colombia is seeking a Customer Experience Analyst to join the internationalization team. You will help build a CX operation from the ground up in a new market, delivering outstanding support across languages and shaping processes.

You will train the team, monitor metrics, identify gaps, and coordinate with cross-functional squads to launch new markets. This role demands a fast-paced mindset, strong people skills, and a passion for turning customer feedback into business insight.

Formación

• 2 to 3 years of experience in customer service or operations roles.
• 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 and a customer-focused mindset.
• Comfort multitasking across tools, topics, and roles.

Responsabilidades

• Deliver first and second level 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 — with confidence.
• 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.

Conocimientos

Bilingual Spanish & Italian

Analytical mindset

People skills

Multitasking

Data-driven decision making

Educación

Professional degree (any field)

Herramientas

CX platforms

Ticketing tools

Dashboards/Analytics tools

Descripción del empleo

Nubank in Bogotá, Colombia is seeking a Customer Experience Analyst to join the internationalization team. You will help build a CX operation from the ground up in a new market, delivering outstanding support across languages and shaping processes.

You will train the team, monitor metrics, identify gaps, and coordinate with cross-functional squads to launch new markets. This role demands a fast-paced mindset, strong people skills, and a passion for turning customer feedback into business insight.