Customer Excellence Senior Analyst

About the role

Join Nu’s international expansion as a Customer Excellence Senior Analyst in Bogotá. You will help build a brand‑new CX operation for a fast‑growing fintech entering new markets, delivering top‑tier support and shaping processes from the ground up.

Key responsibilities

• Provide first and second‑level support via chat, email, phone and back‑office, meeting CX metrics in Spanish and German.
• Maintain and improve the CX knowledge base and training programs for complex and escalated cases.
• Monitor CX metrics, identify trends, and design action plans to boost performance and satisfaction.
• Alert stakeholders to operational needs such as headcount, training gaps, and people‑related inputs.
• Coordinate local initiatives with cross‑functional teams, especially 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 environments.
• Bilingual proficiency in Spanish and German.
• Strong analytical mindset with the ability to read metrics and turn insights into actions.
• Excellent people skills and comfort multitasking across tools and topics.
• Currently studying for or holding a professional degree in any field.

Required skills

• Knowledge base management
• CX platforms
• Ticketing tools
• Support metrics dashboards

What we offer

• Equity participation
• Extended parental leaves
• Health and life insurance
• NuCare mental‑health program
• Learning platform and language learning program
• 15 vacation days, gym partnership, work‑from‑home allowance
• Relocation assistance if applicable