Customer Excellence Supervisor - Social Media at Nubank

Bogota, Capital District, RAP (Especial) Central, Colombia -

Full Time

Start Date

Immediate

Expiry Date

24 Dec, 25

Salary

0.0

Posted On

25 Sep, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Social Media Operations, Social Listening, Customer Experience, Monitoring, Attention To Detail, Operational Mindset, Analytical Skills, Communication, Cross-Functional Collaboration

Industry

Financial Services

Description

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 Excellence Supervisor in Social Media, you're expected to: Real-time Monitoring & Escalation Proactively monitor social platforms for sentiment, trends, reputational flags, and “critical cases.” Triage and escalate issues to appropriate teams—CX, Comms, Product, or Legal—ensuring 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). We're looking for professionals who are: Bachelor's 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).

Responsibilities

As a Customer Excellence Supervisor in Social Media, you will monitor social platforms for sentiment and escalate issues to appropriate teams. You will also build and maintain SOPs for workflows and track key operational metrics for continuous improvement.