Customer Service Analyst
Nubank
IT, Customer Service
Mexico City, Mexico
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
In this role, you'll be the voice of Nu for our customers — the person who turns a problem into a resolution, and a routine interaction into a reason to trust us. As a Customer Service Analyst on our Customer Operations team, you'll directly shape the experience of millions of people who chose Nu to manage their financial lives.
This is an entry-level role built for someone eager to grow fast and make a real difference. No two days are the same: you'll handle a wide range of customer needs across multiple channels, develop your problem-solving instincts, and collaborate with a squad that takes customer obsession seriously.
You'll also play an active role in improving how we work — spotting patterns, flagging insights, and contributing to a team that's always looking for smarter ways to serve our customers. If you're the kind of person who cares deeply about doing right by people, this is where you start.
Note: Shifts may vary by day and start time based on operational needs. You'll always receive reasonable advance notice of any changes.
You'll be responsible for
- Resolve customer inquiries and requests across multiple channels — chat, email, and phone — delivering clear, accurate, and empathetic responses that earn trust with every interaction.
- Navigate established processes and guidelines to close out issues efficiently, knowing when to escalate and how to keep the customer informed throughout.
- Spot recurring patterns in customer problems and surface actionable insights to help improve processes and the overall experience.
- Adapt your tone, approach, and communication style to meet the unique needs of each customer and situation.
- Partner with your squad and cross-functional teams to hit operational goals and maintain service-level targets.
- Show up to training with curiosity — actively building your knowledge of Nu's products, policies, and tools to serve customers better over time.
We are looking for a person who has
Required
- Experience in a customer-facing role — retail, hospitality, support, or any context where solving people's problems was the job.
- Track record of written and verbal communication that is clear, empathetic, and adapts to different audiences.
- Demonstrated ability to follow structured processes and guidelines accurately, while staying flexible when things change.
- A natural instinct for identifying the root cause of a problem and finding a simple, effective path to resolution.
- Comfort with rotating schedules and operational flexibility — you understand that customer needs don't follow a fixed clock.
Nice to have
- Experience handling customer complaints or escalations in a financial services or fintech environment.
- Familiarity with CRM tools, ticketing systems, or support platforms (e.g. Zendesk, Salesforce, Freshdesk).
- Basic data skills — able to read a report, track your own metrics, or spot a trend in a spreadsheet.
Location for this opportunity
Mexico City, Mexico. 100% On-Site · 5 days/week
Our Benefits
- Chance of earning equity at Nu
- Extended maternity and paternity leaves
- Health and life insurance
- Dental and Vision Insurance
- NuCare - Our mental health and wellness assistance program
- Nucleo - Our learning platform of courses
- NuLanguage - Our language learning program
- Holiday Bonus ("Aguinaldo") of 30 days of pay per year
- 17 days of paid vacation with 25% vacation bonus
- Gym partnership
- Food card
- Work-from-home Allowance
- Parental Consultancy
- Relocation Assistance Package, if applicable
Work Model for this Role
This role is based full-time at one of our offices in Mexico City as a regulatory requirement.
If you're looking for a place to grow your career in a high-performance, mission-driven environment - surrounded by exceptional people and close to the decisions that shape the future of finance in Latin America - this is where that happens.
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