Customer Service Analyst

About Nubank

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

As a Customer Service Analyst, you will be a key part of our Customer Operations team — the voice of Nubank for our customers. Your mission is to deliver fast, empathetic, and effective support that turns everyday interactions into moments that make customers love us.

This is an entry-level role designed for people who are eager to learn, grow quickly, and make a real impact. You'll work in a dynamic environment where no two days are the same, developing foundational skills in customer experience, problem-solving, and cross-functional collaboration.

Key Responsibilities

• Handle customer inquiries and requests across multiple channels (chat, email, phone), providing clear, accurate, and empathetic responses.

• Follow established guidelines and processes to resolve issues efficiently, escalating when appropriate.

• Identify patterns in customer problems and surface insights to help improve processes and the overall experience.

• Communicate effectively with customers, adapting your tone and approach to meet their needs.

• Collaborate with your squad and other teams to achieve operational goals and service-level targets.

• Participate actively in training sessions and continuously seek opportunities to grow your skills and product knowledge.

• Contribute to a culture of customer obsession by embodying Nubank's values in every interaction.

What We're Looking For

• Strong communication skills — written and verbal — with the ability to convey information clearly and with empathy.

• A genuine customer-first mindset: you care about people and want to help them.

• Ability to follow structured processes and detailed guidelines while staying adaptable when things change.

• Basic problem-solving skills: able to identify the core issue and propose simple, effective solutions.

• Collaborative team player who takes ownership of their tasks and contributes to shared goals.

• Learning agility: openness to feedback, willingness to ramp up quickly, and comfort with continuous change.

• Comfort with rotating schedules and cross-squad mobility — we'll always give reasonable advance notice of changes.

Shifts may vary by day and start time based on operational needs. Candidates must be comfortable with rotating schedules, communicated with reasonable advance notice.

Our Benefits

• 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

Work Model for this Role

Hybrid 2-3 times/week: Our hybrid work model brings us to the office at least twice a week, on strategic days designed to maximize team connection and collaboration. For more details, visit https://building.nubank.com/nu-hybrid-work-model/