Customer Service Analyst (Fintech)

TL;DR

Customer Service Analyst (Fintech): Resolving customer inquiries and requests across multiple communication channels with an accent on empathy, accuracy, and building customer trust. Focus on identifying recurring problem patterns and collaborating with cross-functional squads to improve operational processes and the overall user experience.

Location: 100% On-Site in Mexico City (regulatory requirement)

Company

Nu is one of the largest digital financial platforms in the world, redefining financial services across Brazil, Mexico, and Colombia.

What you will do

• Resolve customer inquiries across chat, email, and phone, delivering clear and empathetic responses.
• Navigate established guidelines to close issues efficiently and manage escalations.
• Spot recurring patterns in customer problems and surface actionable insights for improvement.
• Adapt communication styles to meet the unique needs of each customer.
• Partner with squads and cross-functional teams to hit operational goals and service-level targets.
• Actively build knowledge of products, policies, and tools through continuous training.

Requirements

• Experience in customer-facing roles such as retail, hospitality, or support.
• Track record of clear and empathetic written and verbal communication.
• Ability to follow structured processes and guidelines accurately.
• Instinct for root cause identification and finding simple paths to resolution.
• Comfort with rotating schedules and operational flexibility.
• Must be based in Mexico City for full-time on-site work.

Nice to have

• Experience handling complaints or escalations within fintech or financial services.
• Familiarity with CRM and ticketing systems like Zendesk, Salesforce, or Freshdesk.
• Basic data skills for tracking metrics and spotting trends in spreadsheets.

Culture & Benefits

• Opportunity to earn equity at Nu.
• Comprehensive health, life, dental, and vision insurance.
• Extended maternity and paternity leaves.
• Mental health and wellness support via NuCare and language learning through NuLanguage.
• 30 days holiday bonus (Aguinaldo) and 17 days of paid vacation with a 25% bonus.
• Food card, gym partnership, and work-from-home allowance.