Senior CX Analyst: Portuguese & Spanish, Equity Eligible

Nubank; Bogotá; On-site; COP 35,000,000 - 60,000,000; Full time

Benefits offered by this job

Equity in Nubank

Extended parental leaves

Health & Life Insurance

NuCare – mental health and wellness

Nucleo – learning platform

NuLanguage – language learning

15 workdays vacation

Gym partnership

Work-from-home allowance

Parental consultancy

Job summary

Nubank is seeking a Customer Experience Analyst to join our internationalization team in Bogotá, Colombia. As a founding member of a CX operation built from scratch in a new country, you will shape processes, training, and growth across borders while delivering excellent multi-language support.

You’ll manage the knowledge base, monitor CX metrics, and coordinate with cross-functional teams to implement improvements and support new market launches.

Qualifications

• 2 to 3 years of experience in customer service or operations roles.
• Bilingual proficiency in Spanish and Portuguese.
• Strong analytical and data-driven mindset, with the ability to read metrics, spot patterns, and turn insights into action.
• Excellent people skills: you genuinely enjoy engaging with customers and colleagues from diverse backgrounds, and you go the extra mile to create memorable experiences.
• Comfort working across multiple tools, topics, and roles simultaneously — multitasking comes naturally to you.
• Studying for or holding a professional degree in any field.

Responsibilities

• Deliver first and second level customer 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.
• Switch seamlessly across support squads and roles as the team grows and evolves, bringing consistency and energy to each area.

Skills

CX experience

Bilingual Spanish/Portuguese

Data-driven mindset

People skills

Multitasking

Professional degree

Education

Professional degree in any field

Job description

Nubank is seeking a Customer Experience Analyst to join our internationalization team in Bogotá, Colombia. As a founding member of a CX operation built from scratch in a new country, you will shape processes, training, and growth across borders while delivering excellent multi-language support.

You’ll manage the knowledge base, monitor CX metrics, and coordinate with cross-functional teams to implement improvements and support new market launches.