Customer Excellence Senior Analyst - Bogotá (German Speaker)

ABOUT NU Nu serves more than 140 million customers, guided by a mission to fight complexity and empower people. The company has been leading an industry transformation through innovative products and human-centered services.   Proprietary technology and data at scale power Nu’s digital platform, built to promote financial access, advancement, and transparency. Its business model thrives on customer love and lower costs, feeding a flywheel of growth and profitability. Visit our Institutional Page https://www.nu.com/2026-en 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, a