Customer Excellence Senior Analyst

About the Company

Nu is one of the largest digital financial platforms in the world, with more than 127 million customers across Brazil, Mexico, and Colombia. Listed on the New York Stock Exchange (NYSE: NU), we combine proprietary technology, data intelligence, and an efficient operating model to deliver financial products that are simple, accessible, and human.

Responsibilities

• 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 to improve performance
• Alert stakeholders to operational needs, including headcount and training gaps
• Coordinate local initiatives with cross-functional efforts for new market launches
• Ensure all customer excellence processes are documented and up to date

Requirements

• 2 to 3 years of experience in customer service or operations roles
• Bilingual proficiency in Spanish plus English, Portuguese, German, Italian, or French
• Strong analytical and data-driven mindset
• Excellent people skills and ability to engage with diverse backgrounds
• Ability to multitask across multiple tools and roles
• Professional degree or currently studying for one

Preferred Qualifications

• Proficiency in more than one additional language from the required list
• 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 mental health and wellness assistance program
• Nucleo learning platform
• NuLanguage learning program
• 15 workdays of vacation
• Gym partnership
• Work-from-home Allowance
• Relocation Assistance Package, if applicable