Social Sentinel

Responsibilities

• Monitor social media platforms to detect and prioritize sensitive or escalated customer issues.
• Own end-to-end resolution of complex customer cases, ensuring outcomes reflect company standards.
• Document all interactions accurately to build reliable case histories.
• Partner with product support, customer service, and technical teams to gather context for difficult cases.
• Analyze escalated cases to identify patterns and transform data into actionable insights for product improvement.
• Prepare weekly reports and trend summaries for leadership regarding emerging concerns and recommendations.
• Champion process improvements by identifying gaps in escalation protocols.

Requirements

• Proven track record of resolving complex or high-sensitivity customer issues with empathy and sound judgment.
• Fluency in both Spanish and English (written and verbal) is essential.
• Ability to analyze patterns in case data and translate findings into actionable process recommendations.
• Experience collaborating across functions, including product, operations, and CX teams.
• Strong sense of ownership and follow-through to ensure no cases are left unresolved.

Preferred Qualifications

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

Benefits

• Chance of earning equity at Nu.
• Health, life, dental, and vision insurance.
• Extended maternity and paternity leaves.
• NuCare mental health and wellness assistance program.
• Learning and language programs (Nucleo and NuLanguage).
• 30 days of holiday bonus (Aguinaldo) per year.
• 17 days of paid vacation with a 25% bonus.
• Food card and work-from-home allowance.

About the Company

Nu is one of the largest digital financial platforms in the world, serving 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 through proprietary technology and data intelligence.