Customer Excellence Supervisor

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 world’s largest digital banking platforms, serving millions of customers across Brazil, Mexico, and Colombia. For more information, visit www.nu.com.co

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 that's 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 Experience Supervisor, you're expected to:

• Passion for Customer Service and Operations, dedicated to delivering exceptional customer experiences.
• Quick learner with a strong desire to take ownership of responsibilities independently.
• Contributes to the growth of the Xpeer chapter through strategic projects aligned with the chapter roadmap.
• Develops and mentors Xpeers to become future leaders.
• Strong focus on people management, team development, and leadership.
• Proactive, self-driven, and takes initiative without waiting for instructions.
• Hands-on approach, willing to take on tasks beyond the defined scope when necessary.
• Provides proactive and constructive feedback on products, tools, customer insights, and communication.
• Adaptable to sudden changes, including shifting tasks, working hours, and uncertain situations.
• Strong cultural fit with Nubank, demonstrating high alignment with its values.
• Takes full ownership of team performance, tracking key metrics and driving continuous improvement.

We're looking for professionals who are:

• At least 2 years of experience in a similar role
• Fluent in English and Spanish (Desirable)
• Experience with tNPS management (is a plus, not mandatory)
• Experience with Onboarding/Training (is a plus, not mandatory)
• Great people skills - good listener, great communication, enjoys engaging in discussions with people with different backgrounds and from different cultures.
• Solid analytical & multi-tasking skills.
• Attention to detail, data-management & results-oriented.

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.

Location & Work Model

• This position is based in Bogotá, Colombia
• Our hybrid work model brings us to the office for one week every cycle, which may vary between one and three months.