Customer Service Analyst

Responsibilities

• Resolve customer inquiries and requests via multiple channels, including chat, email, and phone, providing clear, accurate, and empathetic responses.
• Navigate established processes and guidelines to close cases efficiently, knowing when to escalate issues and how to keep customers informed.
• Identify recurring patterns in customer problems and share actionable insights to improve internal processes.
• Adapt communication tone, approach, and style to meet the unique needs of each customer and situation.
• Collaborate with team members and other departments to achieve operational goals and maintain service levels.
• Participate in training sessions to develop knowledge of Nu's products, policies, and tools.

Requirements

• Previous experience in customer service (e.g., retail, hospitality, support, or similar roles where problem-solving and people skills are a priority).
• Proven ability in clear, empathetic, and adaptable written and verbal communication.
• Demonstrated ability to follow structured processes with precision while remaining flexible to change.
• Strong problem-solving skills with the ability to identify root causes and find simple, effective solutions.
• Availability and comfort working rotating shifts and maintaining operational flexibility.

Preferred Qualifications

• Experience handling complaints or escalations within financial services or fintech environments.
• Familiarity with CRM tools or support platforms such as Zendesk, Salesforce, or Freshdesk.
• Basic data skills, including reading reports, tracking metrics, or identifying trends.

Benefits

• Extended maternity and paternity leave.
• Life insurance and major medical expenses insurance.
• Dental and vision insurance.
• NuCare: Mental health and wellness program.
• Nucleo: Learning platform.
• NuLanguage: Language program.
• 30 days of salary as an annual bonus (Aguinaldo).
• 17 days of paid vacation with a 25% vacation premium.
• Gym agreements and food/grocery cards.
• Mental health consultancy and relocation packages (if applicable).

About the Company

Nu is one of the largest digital financial platforms in the world, serving over 127 million customers in Brazil, Mexico, and Colombia. Guided by our mission to fight complexity and empower people, we are redefining financial services in Latin America through proprietary technology, data intelligence, and an efficient operating model.