Talent Pool - Customer Excellence Senior Analyst (Bilingual Experience)

The role

This person will deliver first and second level customer support across multiple channels. They will manage the CX knowledge base, monitor metrics, and coordinate local initiatives to improve customer experience.

What you will do

• Deliver first and second level customer support across chat, email, back-office, and phone channels.
• Manage the CX knowledge base and training processes.
• Monitor CX metrics, identify trends, and implement action plans.
• Alert stakeholders to operational needs and opportunities.
• Coordinate local initiatives with cross-functional efforts.
• Ensure customer excellence processes are documented and up to date.
• Switch across support squads and roles as the team grows.

Required qualifications

• Spanish plus at least one additional language (English, Portuguese, German, Italian, or French) written and spoken.
• 2 to 3 years of experience in customer service or operations.
• Strong analytical, data-driven mindset.
• Excellent people skills.
• Comfort working across multiple tools, topics, and roles.
• Currently studying for, or holding, a professional degree in any field.

Nice to have

• more than one additional language
• experience in knowledge base management or training coordination
• familiarity with CX platforms, ticketing tools, or support metrics dashboards

Benefits

• Chance of earning equity at Nu
• Extended maternity and paternity leaves
• Health and life insurance
• NuCare — Our mental health and wellness assistance program
• Nucleo — Our learning platform of courses
• NuLanguage — Our language learning program
• Vacations of 15 workdays
• Gym partnership
• Work-from-home Allowance
• Parental Consultancy
• Relocation Assistance Package, if applicable

Before you apply

• Signing up does not mean immediate participation in a selection process.
• You will be considered for future roles as new positions open.
• Language skills will be evaluated during the hiring process.
• Recruitment process may involve the use of artificial intelligence–enabled tools.

About the company

Nu serves more than 140 million customers with a mission to fight complexity and empower people. The company uses proprietary technology and data to promote financial access, advancement, and transparency.