Talent Pool - Customer Excellence Senior Analyst (Bilingual Experience)
Core
Build a world-class customer experience operation from the ground up for Nu's international expansion, delivering support and managing CX processes.
Role type
Senior Customer Excellence Analyst (Bilingual)
Builds
Customer support operations and CX knowledge base for Nu's digital platform
Domain
Fintech / Financial Services
Required skills
Bilingual communication (Spanish + English/Portuguese/German/Italian/French), Customer support operations, Data analysis, Knowledge base management, Stakeholder coordination, Process documentation
Preferred skills
Experience in high-volume environments, CX platform familiarity, Training coordination
Technologies
Chat, email, back-office, phone channels, CX platforms, ticketing tools, support metrics dashboards
Responsibilities
Deliver first and second level customer support across multiple channels, Manage the CX knowledge base and training processes, Monitor CX metrics and design action plans to improve performance, Alert stakeholders to operational needs and headcount requirements, Coordinate local initiatives with cross-functional efforts, Ensure customer excellence processes are documented and up to date
Seniority
Mid-level (2-3 years experience)