Customer Excellence Senior Analyst - Bogotá (German Speaker)

Bogota. Posted a month ago

The role

You will deliver first and second level customer support across multiple channels. You will also manage the CX knowledge base, monitor metrics, and help shape CX operations for new international markets.

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 like headcount and training gaps.
Coordinate local initiatives with cross-functional efforts for international market launches.
Ensure customer excellence processes are documented and up to date.
Switch across support squads and roles as the team grows.

Required qualifications

2 to 3 years of experience in customer service or operations roles.
Bilingual proficiency in Spanish and German.
Strong analytical and data-driven mindset.
Excellent people skills.
Comfort working across multiple tools, topics, and roles simultaneously.
Studying for or holding a professional degree in any field.

Nice to have

Proficiency in more than one additional language from the list above.
Experience with 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

Before you apply

Recruitment process may involve the use of artificial intelligence–enabled tools.
Nu does not provide individualized technical feedback.

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.