Customer Excellence Senior Analyst - Bogotá (German 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 a new market launch.
Domain
Fintech / Financial Services / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | physical/clinical work
Required skills
Bilingual Spanish and German (written/spoken), 2-3 years in customer service/operations, analytical mindset, knowledge base management, training coordination, multi-channel support
Preferred skills
Additional languages (English, Portuguese, Italian, French), CX platform experience, ticketing tools
Technologies
CX platforms, ticketing tools, support metrics dashboards
Responsibilities
Deliver first and second level support across chat, email, back-office, and phone; manage CX knowledge base and training processes; monitor CX metrics and design action plans; coordinate local initiatives with cross-functional teams; ensure processes are documented and up to date.
Seniority
Senior, hands-on IC