Customer Support Senior Specialist: Empowering Customer Excellence

hace 3 semanas


Xico, México Nubank A tiempo completo

About Us:

Nubank was founded in 2013 with a mission to revolutionize financial services and empower people's daily lives.

We are one of the world's largest digital banking platforms, serving millions of customers across Brazil, Mexico, and Colombia. For more information, visit our institutional page.

Our Mission

To provide an exceptional customer experience through personalized support and innovative solutions, ensuring our customers feel valued and empowered.

The Role

You will have the opportunity to help reinforce Nubank's culture in another country, providing the best onboarding experience for local teams and ensuring they learn the Nubank way of delighting and assisting customers. You will also be responsible for implementing the customer excellence structure and being part of constructing an amazing local company that brings financial revolution to Mexico like we did in Brazil.

Your Key Responsibilities

  • Define the necessary premises to plan headcount and control service operation workforce, ensuring efficiency and service level.
  • Manage BPOs performance, monitoring their efficiency and quality metrics.
  • Promote improvement of internal and external content base, aiming at a better experience and autonomy for internal and external customers.
  • Ensure the development, engagement, and performance of the internal customer service team.
  • Manage External Agencies and identify opportunities for improvement so they can grow in a scalable and sustainable way.
  • Provide the best customer experience through satisfaction and quality results.
  • Manage knowledge strategically by capturing and improving access to knowledge, positively impacting results.

Local Benefits

Chance of earning equity at Nu
Extended maternity and paternity leaves
Health and life insurance
NuCare - Our mental health and wellness assistance program
Nucleo - Our learning platform of courses
NuLanguage - Our language learning program
Holiday Bonus (Aguinaldo) of 30 days of pay per year
17 days of paid vacation with 25% vacation bonus
Gym partnership

Salary

An estimated annual salary of $60,000-$80,000, depending on location and experience, plus additional benefits.

Diversity & Inclusion

We want to build a more diverse and inclusive workplace that reflects the customers we serve and seek to empower. We hire based on equality, considering gender, ethnicity, race, religion, sexual orientation, and other identity markers as enriching elements to our company while ensuring neither of them represent a barrier when recruiting talent.



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