Customer Excellence Senior Analyst - Bogotá (Bilingual Experience)
About Us
Nu is one of the largest digital financial platforms in the world, with more than 127 million customers across Brazil, Mexico, and Colombia. Guided by our mission to fight complexity and empower people, we are redefining financial services in Latin America and this is still just the beginning of the purple future we're building.
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.
Our impact has been recognized by global rankings such as Time 100 Companies, Fast Company’s Most Innovative Companies, and Forbes World’s Best Bank. Visit our institutional page Careers at Nu - Join our team!
About the role:
Be part of Nu’s next chapter. We are looking for committed individuals to start off CX in the global expansion of Nu. Work in a very dynamic team developing in a highly-changing environment laser-focused on customer fanaticism. We’re looking for experienced, tenured people, passionate to take on new challenges.
As part of this team, you'll be the driving force behind our customer experience in a completely new global project. Your job is to ensure to deliver mind blowingly great support owning everything from customer service and guaranteeing operational excellence through process management and effective training to leveraging customer feedback for actionable business insights and new product launches. In this dynamic role, you’ll be in charge of directly supporting customers, monitor and report CX metrics, implement action plans to improve metrics, coaching new hires, and seamlessly change between various support squads and roles as we build our entrance in a new country.
Responsible:
- Monitor and execute first and second level service (chat/email/backoffice,phone), when necessary, seeking results according to CX metrics and ensuring the best experience for Nubank customers in our supported languages
- Manage CX knowledge base and training processes to guarantee team members know how to deal with different cases, especially difficult ones, and how to escalate when necessary.
- Identify improvements and opportunities and alert stakeholders (headcount inputs, training inputs, people, etc).
- Coordinate local actions with organizational and horizontal initiatives that involve the Xpeer team.
- Guarantee all customer excellence processes mapped, available and updated (at the squad level)
Qualifications:
- Studying or have a professional degree
- 2 or 3 years of experience working in operations and customer service
- Languages: Fluent in English- B2-C1 Mandatory (written and spoken) and Portuguese proficiency (written and spoken) is a plus. English skills will be evaluated during the hiring process.
- Data-driven, analytical and multi-tasking skills
- Great people skills - good listeners, and enjoy engaging in discussions with people from different backgrounds and are willing to go beyond and enchant customers
- This position is based in Bogotá, Colombia
Location & Work Model
- Hybrid 2-3 times/week: Our hybrid work model brings us to the office at least twice a week, on strategic days designed to maximize team connection and collaboration.
- This posiiton is based in Bogotá, Colombia
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