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:
https://international.nubank.com.br/careers/
About the Role
You’ll be part of Nu’s global expansion one of the most exciting chapters in our story. As we enter new international markets, customer experience is our most powerful differentiator, and this role sits at the heart of it.
As a Customer Experience Analyst on our internationalization team, you’ll be a founding member of a CX operation built from scratch in a brand-new country. That means you’ll do more than handle customer interactions — you’ll help shape how we operate, train, and grow across borders. From delivering mind-blowingly great support to identifying process gaps and turning customer feedback into business insight, your work will directly influence what Nu looks like for customers in new markets around the world.
This is a role for someone who thrives in fast-moving environments, cares deeply about people, and is excited by the challenge of building something from the ground up — with the full backing of a global platform behind them.
You’ll be responsible for
- Deliver first and second level customer support across chat, email, back-office, and phone channels, consistently meeting CX metrics and ensuring an outstanding customer experience in all supported languages.
- Manage the CX knowledge base and training processes to ensure team members are equipped to handle all case types — including complex and escalation-worthy situations — with confidence.
- Monitor CX metrics, identify trends and opportunities, and design and implement action plans to continuously improve performance and customer satisfaction.
- Alert relevant stakeholders to operational needs and opportunities, including headcount requirements, training gaps, and people-related inputs.
- Coordinate local initiatives with broader organizational and cross-functional efforts involving the Xpeer team, including support for new international market launches.
- Ensure all customer excellence processes are documented, accessible, and kept up to date at the squad level.
- Switch seamlessly across support squads and roles as the team grows and evolves, bringing consistency and energy to each area.
We are looking for a person who has
Required
- 2 to 3 years of experience in customer service or operations roles, ideally in high-volume or fast-paced environments.
- Bilingual proficiency in Spanish plus at least one of the following languages: English, Portuguese, German, Italian or French— written and spoken. Language skills will be evaluated during the hiring process.
- Strong analytical and data-driven mindset, with the ability to read metrics, spot patterns, and turn insights into action.
- Excellent people skills: you genuinely enjoy engaging with customers and colleagues from diverse backgrounds, and you go the extra mile to create memorable experiences.
- Comfort working across multiple tools, topics, and roles simultaneously — multitasking comes naturally to you.
- Studying for or holding a professional degree in any field.
Nice to have
- Proficiency in more than one additional language from the list above.
- Experience with knowledge base management or training coordination.
- Familiarity with CX platforms, ticketing tools, or support metrics dashboards.
Location for this Opportunity
Bogotá, Colombia.
This is a fully on-site role based at our Bogotá office.
Our 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
Explore how we build technology at Nubank
🔗 building.nubank.com.br
🎥 youtube.com/@building.nubank
🎧 Listen to our stories on Spotify
Skills Required
- 2 to 3 years of experience in customer service or operations roles
- Bilingual proficiency in Spanish plus at least one of English, Portuguese, German, Italian, or French (written and spoken)
- Strong analytical and data-driven mindset; ability to read metrics, spot patterns, and turn insights into action
- Excellent people skills and ability to create outstanding customer experiences
- Comfort working across multiple tools, topics, and roles simultaneously; strong multitasking ability
- Studying for or holding a professional degree in any field
- Ability to work fully on-site in Bogotá, Colombia
- Experience in high-volume or fast-paced environments
- Proficiency in more than one additional language from the listed languages
- Experience with knowledge base management or training coordination
- Familiarity with CX platforms, ticketing tools, or support metrics dashboards
Nubank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Nubank and has not been reviewed or approved by Nubank.
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Fair & Transparent Compensation — Compensation is considered competitive, especially for tech roles in Brazil/LatAm, with strong top‑of‑band packages reported for senior and product/design positions. Salaries are often described as good, contributing to broadly positive pay sentiment.
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Equity Value & Accessibility — Equity opportunities (typically RSUs) are widely available across postings and regarded as a meaningful component of total compensation. This equity element strengthens overall packages, particularly for technical and product roles.
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Parental & Family Support — Parental leave is extended and gender‑neutral across countries, with additional childcare support and parental counseling in Brazil. These family‑focused policies enhance the perceived value of the benefits package.
Nubank Insights
What We Do
Nu was born in 2013 with the mission to fight complexity to empower people in their daily lives by reinventing financial services. We are one of the world’s largest digital banking platforms, serving more than 70 million customers across Brazil, Mexico, and Colombia. As one of the leading technology companies in the world, Nu leverages proprietary technologies and innovative business practices to create new financial solutions and experiences for individuals and SMEs that are simple, intuitive, convenient, low-cost, empowering, and human. Guided by its mission, Nu is fostering access to financial services across Latin America.
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