Customer Experience Analyst — Empathetic, Impactful Support

Nubank; United States; Remote; USD 42,000 - 52,000; Full time

Job summary

Nu is building a community of customers who are fans of our brand, delivering an exceptional experience in every interaction. Our customers are at the center of everything we do: from how we design our products to how we resolve each case.

We are looking for curious, creative people who want to move beyond the usual solutions and join us in this next career step. As a Customer Support professional, you will assist customers via chat, email, and phone, explain app features, review submitted

Qualifications

• This position is exclusively for people with disabilities.
• People who are passionate about customer service and technology.
• Good listeners who enjoy talking with people from different backgrounds and are willing to go the extra mile to delight customers.
• People who build trust and show empathy.
• People who give and receive feedback constructively.

Responsibilities

• Support our customers through chat, email and phone, resolving their questions with empathy and clarity.
• Help customers get the most out of our app by explaining its features.
• Review the information and documents customers submit with their requests.
• Follow up on claims within our chargeback process.
• Contact customers to confirm information in potential fraud cases.
• Reach out to customers with late payments to explain the payment options available.
• Identify, classify and escalate potential bugs or operational issues affecting customers.
• Collect feedback and suggestions from customers and prospects.
• Propose improvements to our internal processes and share them with your leaders.

Skills

Customer service

Empathy

Active listening

Communication

Job description

Nu is building a community of customers who are fans of our brand, delivering an exceptional experience in every interaction. Our customers are at the center of everything we do: from how we design our products to how we resolve each case.

We are looking for curious, creative people who want to move beyond the usual solutions and join us in this next career step. As a Customer Support professional, you will assist customers via chat, email, and phone, explain app features, review submitted