Job Description

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

At Nu, every customer interaction matters — and the ones that are most complex matter most of all. When someone reaches out through social media with an urgent issue, a sensitive concern, or a complaint that's gone unresolved, the Social Sentinel team is there to step in and make things right.

As a Social Sentinel, you'll be at the front line of Nu Mexico's customer experience and reputation. You'll monitor social channels, take full ownership of escalated cases, and work across teams to resolve issues in ways that leave customers feeling heard, valued, and supported.

But your impact doesn't stop at the individual case. The patterns you identify and the insights you surface feed directly into how Nu improves its products, services, and processes — making you a key link between what customers experience and how we get better.

You'll be responsible for

• Monitor social media platforms to detect and prioritize sensitive or escalated customer issues, ensuring the most critical cases receive immediate attention.
• Own end-to-end resolution of complex customer cases — from first contact through to follow-up — keeping customers informed and ensuring outcomes that reflect Nu's standards.
• Document every interaction accurately, capturing issue details, actions taken, and final outcomes to build a reliable case history.
• Partner with product support, customer service, and technical teams to gather the context and resources needed to close difficult cases effectively.
• Analyze escalated cases over time to identify patterns and recurring issues, transforming individual data points into actionable insights for product and process improvements.
• Prepare weekly reports and trend summaries for leadership, highlighting resolved cases, emerging concerns, and concrete recommendations for action.
• Champion process improvements by identifying gaps in escalation protocols and proposing changes that increase efficiency without compromising the customer experience.

We are looking for a person who has

Required

• Track record of resolving complex or high-sensitivity customer issues, with demonstrated empathy and sound judgment in high-pressure situations.
• Experience in customer-facing roles where clear, effective communication in both Spanish and English was essential — written and verbal.
• Ability to analyze patterns in case data and translate findings into actionable insights or process recommendations.
• Experience collaborating across functions — working with product, operations, and CX teams to drive resolutions on behalf of customers.
• Strong sense of ownership and follow-through: you close the loop with customers and don't let cases fall between the cracks.

Nice to have

• Experience with Sprinklr, Databricks SQL, or Amazon QuickSight.
• Background handling high-impact customer complaints in a digital banking or fintech environment.
• Ability to turn quantitative data into strategic recommendations and drive action from numbers.

Location for this opportunity

Mexico City, Mexico - On-Site

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

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