Hybrid Customer Experience & Analytics Analyst

Nubank; Puerto Bogotá; Hybrid; COP 24,000,000 - 36,000,000; Full time

Benefits offered by this job

Extended maternity and paternity leave

Health and life insurance

NuCare - Mental health and wellness

Nucleo - Learning platform

NuLanguage - Language learning

Vacations of 15 workdays

Gym partnership

Work-from-home Allowance

Parental Consultancy

Relocation Assistance Package

Job summary

Nubank is seeking a disability-inclusive Customer Support professional in Bogotá to deliver empathetic service across chat, email and phone, helping customers maximize the app and resolve inquiries. You’ll verify documents, handle chargebacks, and assist in payment options while identifying issues for improvement.

We value attentive listeners who excel at multitasking, with strong empathy, trust-building, and data-oriented thinking to delight customers and safeguard their experiences.

Qualifications

• Exclusive for people with disabilities
• Passion for customer service and technology
• Good listeners who enjoy talking with people from different backgrounds
• Build trust and show empathy
• Give and receive feedback constructively
• Creative problem solvers
• Analytical, data-oriented, able to multitask
• Highly detail-oriented

Responsibilities

• Support customers through chat, email and phone with empathy and clarity.
• Explain app features to ensure customers get the most out of the product.
• Review information and documents customers submit.
• Follow up on claims within the chargeback process.
• Contact customers to confirm information in potential fraud cases.
• Reach out to customers with late payments and explain options.
• Identify and escalate potential bugs or operational issues.
• Collect feedback and suggestions from customers and prospects.
• Propose improvements to internal processes and share with leaders.

Skills

Customer service

Empathy

Active listening

Trust & empathy

Constructive feedback

Creative problem solving

Analytical

Detail oriented

Job description

Nubank is seeking a disability-inclusive Customer Support professional in Bogotá to deliver empathetic service across chat, email and phone, helping customers maximize the app and resolve inquiries. You’ll verify documents, handle chargebacks, and assist in payment options while identifying issues for improvement.

We value attentive listeners who excel at multitasking, with strong empathy, trust-building, and data-oriented thinking to delight customers and safeguard their experiences.