Description

You will be part of Nu's CX team for global expansion, ensuring mind-blowingly great customer support across chat, email, phone, and backoffice. You'll monitor CX metrics, manage knowledge base and training, and coordinate action plans to improve operational excellence while leveraging customer feedback for business insights.

Requirements

• Studying or have a professional degree
• 2-3 years experience in operations and customer service
• Fluent in English (B2-C1) mandatory, Portuguese proficiency a plus
• Data-driven, analytical and multi-tasking skills
• Great people skills and willingness to go beyond for customers

Responsibilities

• Monitor and execute first and second level service (chat/email/backoffice/phone)
• Manage CX knowledge base and training processes
• Identify improvements and alert stakeholders on headcount and training inputs
• Coordinate local actions with organizational and horizontal initiatives
• Guarantee customer excellence processes mapped, available and updated