Customer Excellence Senior Analyst - Bogotá (Portuguese Speaker)
Core
Founding member of a new Customer Experience (CX) operation in a new international market, delivering support and shaping processes from scratch.
Role type
Senior Customer Excellence Analyst (Internationalization)
Builds
CX operations, support processes, and customer experience standards for new markets
Domain
Fintech / Financial Services
Required skills
Bilingual Spanish and Portuguese, Customer support operations, Data analysis and metrics monitoring, Knowledge base management, Training coordination, Cross-functional coordination
Preferred skills
Additional languages, CX platform experience, Ticketing tools familiarity
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; Alert stakeholders to operational needs and headcount requirements; Coordinate local initiatives with cross-functional efforts; Ensure CX processes are documented and up to date.
Seniority
Senior, hands-on IC
