Customer Excellence Senior Analyst – Bogotá (Italian Speaker)

About the role

You will join Nu’s international expansion team in Bogotá, helping to build a brand‑new Customer Experience operation for a new market. This role combines hands‑on support with shaping processes, training, and cross‑functional initiatives as the company grows globally.

Key responsibilities

• Deliver first and second level support via chat, email, phone and back‑office, meeting CX metrics in all supported languages.
• Manage the CX knowledge base and training processes to equip team members for complex and escalation cases.
• Monitor CX metrics, identify trends, and design action plans to improve performance and satisfaction.
• Alert stakeholders to operational needs such as headcount, training gaps, and people‑related inputs.
• Coordinate local initiatives with broader organizational efforts, including support for new market launches.
• Document and keep customer excellence processes up to date at the squad level.

Required profile

• 2‑3 years of experience in customer service or operations, preferably in high‑volume, fast‑paced environments.
• Bilingual proficiency in Spanish and Italian.
• Strong analytical, data‑driven mindset with ability to read metrics and turn insights into action.
• Excellent people skills and a genuine passion for creating memorable customer experiences.
• Comfortable multitasking across multiple tools, topics, and roles.
• Currently studying for or holding a professional degree in any field.

Required skills

• Bilingual Spanish‑Italian communication.
• Knowledge base management.
• Experience with CX platforms, ticketing tools, and support metrics dashboards.

What we offer

• Equity participation opportunity.
• Extended maternity and paternity leaves.
• Health and life insurance.
• NuCare mental health and wellness assistance program.
• Access to Nucleo learning platform and NuLanguage language learning program.
• 15 vacation days, gym partnership, work‑from‑home allowance, parental consultancy, and relocation assistance if applicable.