Global CX Analyst — Launch New Markets

Nubank; Bogota (NJ); On-site; USD 11,000 - 14,000; Full time

Benefits offered by this job

Equity

Extended parental leaves

Health and life insurance

Mental health support

Nucleo learning platform

NuLanguage language learning

Vacations: 15 workdays

Gym partnership

Work-from-home allowance

Relocation assistance

Job summary

Nubank is seeking a Customer Experience Analyst for its international expansion in Bogotá, Colombia. You will be a founding member of a new CX operation, delivering first and second level support across multiple channels and languages while shaping processes and training.

You’ll monitor metrics, identify gaps, and partner with cross-functional teams to ensure scalable, high-quality customer experiences as Nubank builds in new markets.

Qualifications

• 2–3 years of experience in customer service or operations roles, ideally in high-volume or fast-paced environments.
• Bilingual proficiency in Spanish plus at least one of English, Portuguese, German, Italian or French—written and spoken.
• Strong analytical and data-driven mindset, with the ability to read metrics, spot patterns, and turn insights into action.
• Excellent people skills: engaging with customers and colleagues from diverse backgrounds to create memorable experiences.
• 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, meeting CX metrics and ensuring a superior experience in all supported languages.
• Manage the CX knowledge base and training processes so team members handle all case types with confidence.
• Monitor CX metrics, identify trends and opportunities, and design action plans to improve performance and satisfaction.
• Alert stakeholders to operational needs and opportunities, including headcount requirements and training gaps.
• Coordinate local initiatives with cross-functional teams, including support for new international market launches.
• Ensure all customer excellence processes are documented and kept up to date at squad level.
• Switch across support squads as the team grows, bringing consistency and energy.

Skills

Customer service

Analytical mindset

Spanish + other languages

Communication skills

Education

Professional degree in any field

Job description

Nubank is seeking a Customer Experience Analyst for its international expansion in Bogotá, Colombia. You will be a founding member of a new CX operation, delivering first and second level support across multiple channels and languages while shaping processes and training.

You’ll monitor metrics, identify gaps, and partner with cross-functional teams to ensure scalable, high-quality customer experiences as Nubank builds in new markets.