Customer Excellence Supervisor Social Media Ops

About Nubank

Nu was born in 2013 with the mission to fight complexity to empower people in their daily lives by reinventing financial services. We are one of the worlds largest digital banking platforms serving millions of customers across Brazil Mexico and Colombia. For more information visit

Our Customer Excellence team

We are building a community of fanatical customers and we do that by providing outstanding customer experience to everyone. Everything we do has our clients in the center of it - from the way we design our products to how we handle every customer interaction. We are building meaningful relationships with each of our clients and thats why millions of Latin Americans love us.

We are always looking for the most innovative and creative professionals out there. If you are tired of bumping into the same solutions for old problems we might as well be the next step of your career.

You can read more about it in our blog and get some insights into how we work.

As a Customer Excellence Supervisor in Social Media youre expected to:

Real-time Monitoring & Escalation

• • Proactively monitor social platforms for sentiment trends reputational flags and critical cases.
  • Triage and escalate issues to appropriate teamsCX Comms Product or Legalensuring response SLAs are met.

Crisis & Brand Defense Operations

• • • Serve as first line of defense for viral/influencer content or sensitive customer issues.
    • Collaborate with Marketing Communications and Crisis teams to align tone and timing of responses.

Workflow & Process Optimization

• • Build and maintain SOPs and playbooks for detection escalation response workflows using tools such as Sprinklr or similar.
  • Identify and implement process improvements drive automation where possible.

Analytics Reporting & Insights

• • Track key operational metrics: response SLAs sentiment resolution volume of escalations time-to-resolution.
  • Generate dashboards and reports; surface insights for continuous improvement.

Cross-functional Collaboration

• • • Act as a liaison among: Brand/Marketing CX Product and Comms and others
    • Partner with Comms & Marketing to ensure alignment of reactive and proactive responses.

Mentorship & Operational Readiness

• • Mentor junior social or CX team members; prepare them to manage escalations or critical interventions.
  • Optionally lead cross-team initiatives (e.g. new dashboard rollouts or workflow training sessions).

Were looking for professionals who are:

• Bachelors degree
• 1 years in social media operations social listening or CX operations focused on social platforms
• Strong monitoring attention to detail and operational mindset.
• Experience with social operations tools (Sprinklr etc.)
• Analytical skills and comfort with operational metrics.
• Excellent communication and cross-functional collaboration.
• Fluent in English is a strong bonus.

Core Benefits

• Equity at Nubank
• Health insurance
• Vacations of 15 workdays
• NuLanguage - Language learning program
• Parental leaves

Diversity & Inclusion at Nubank

We want to have a product for everyone and we build strong and diverse teams that rise to the challenge. We are a team of the most creative people in technology and we hire under equal opportunity irrespective of gender ethnicity religion sexual orientation or background. We are proud to say that 30% of Nubankers recognize themselves as part of the LGBTQ community and 40% of our team comprises women in all positions and seniority levels. We are a very process-light organization that values human interactions and that is an essential part of our culture. At Nubank everyone has the opportunity to speak up and participate grow and share ideas.

The position is based in Bogotá Colombia.

Nubank continues to hire for all open roles all interviewing and onboarding is done virtually. Everyone new to the team and our current staff will be working from home for 7-8 weeks and 1 at the office (Bogotá).