Customer Service Analyst (Fintech)

TL;DR

Customer Service Analyst (Fintech): Providing fast, empathetic, and effective support to customers of a digital financial platform with an accent on customer experience and problem-solving. Focus on resolving inquiries across multiple channels, identifying process improvement patterns, and collaborating within a squad to meet service targets.

Location: Hybrid in Mexico City (2-3 times per week)

Company

One of the largest digital financial platforms in the world, redefining financial services in Latin America across Brazil, Mexico, and Colombia.

What you will do

• Handle customer inquiries via chat, email, and phone with empathy and accuracy.
• Follow guidelines to resolve issues efficiently and escalate complex cases.
• Analyze customer problem patterns to provide insights for process improvement.
• Collaborate with squad members and other teams to reach operational goals.
• Participate in training sessions to expand product knowledge and skills.

Requirements

• Strong written and verbal communication skills.
• Genuine customer-first mindset and empathy.
• Ability to follow structured processes and adapt to changes.
• Basic problem-solving skills to identify core issues.
• Comfort with rotating schedules and shifts based on operational needs.

Culture & Benefits

• Comprehensive health, life, dental, and vision insurance.
• Mental health and wellness assistance via NuCare.
• Professional development through Nucleo (courses) and NuLanguage (languages).
• Generous leave: 17 days paid vacation plus 25% bonus, and extended parental leave.
• Financial perks: 30 days holiday bonus (Aguinaldo), food card, and WFH allowance.
• Additional benefits: Gym partnership and parental consultancy.