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Social Sentinels

Nubank

Job Location:

Mexico City - Mexico

Monthly Salary: Not provided by the employer

Posted: 28 May 2026 (30+ days ago)

Application Deadline: 1 September 2026

Vacancies: 1 Vacancy

The job posting is outdated and position may be filled

Job Summary

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 were 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 Companys Most Innovative Companies and Forbes Worlds Best Bank. Visit our institutional page 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 thats gone unresolved the Social Sentinel team is there to step in and make things right.

As a Social Sentinel youll be at the front line of Nu Mexicos customer experience and reputation. Youll 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 doesnt 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.

Youll 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 Nus 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 dont 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