Senior CX Analyst Bogotá — Intl Expansion

Nubank; Bogotá ciudad; On-site; COP 40,000,000 - 65,000,000; Full time

Benefits offered by this job

Equity

Parental leave

Health and life insurance

Mental health program

Learning platform

Language learning program

Vacation days

Gym partnership

Work-from-home allowance

Relocation assistance

Job summary

Nubank in Bogotá is seeking a Customer Experience Analyst to help build and scale our CX operations in a new market. You will deliver frontline support across chat, email, back-office, and phone, while shaping processes for global growth.

The role requires 2–3 years in customer service or operations, bilingual Spanish and Italian, strong data-driven mindset, and the ability to train and empower teammates in a fast-paced environment.

Qualifications

• 2–3 years of experience in customer service or operations roles in high-volume environments.
• Bilingual proficiency in Spanish and Italian.
• Strong analytical and data-driven mindset 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.

Responsibilities

• Deliver first and second level customer support across chat, email, back-office, and phone channels.
• Manage CX knowledge base and training processes for the team.
• Monitor CX metrics, identify trends, and implement improvement plans.
• Alert stakeholders to operational needs and gaps, including headcount and training.
• Coordinate local initiatives with cross-functional teams, supporting new international market launches.
• Document and maintain customer excellence processes at squad level.

Skills

Customer service

Data analysis

Bilingual Spanish & Italian

People skills

Multitasking

Education

Professional degree (any field)

Job description

Nubank in Bogotá is seeking a Customer Experience Analyst to help build and scale our CX operations in a new market. You will deliver frontline support across chat, email, back-office, and phone, while shaping processes for global growth.

The role requires 2–3 years in customer service or operations, bilingual Spanish and Italian, strong data-driven mindset, and the ability to train and empower teammates in a fast-paced environment.