Fraud Customer Excellence Supervisor
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 we're 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 Company’s Most Innovative Companies, and Forbes World’s Best Bank. Visit our institutional page https://international.nubank.com.br/careers/
About the role
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 1 year 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.
- Aligned with Nubank values
- Consistent experience with people management and proven record of people development and team performance management.
Our 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
- Vacations of 15 workdays
- Gym partnership
- Work-from-home Allowance
- Parental Consultancy
- Relocation Assistance Package, if applicable
Work Model for this Role
Hybrid 1week/cycle: Our hybrid work model brings us to the office for one week every cycle, which may vary between one and three months. For more details, visit https://building.nubank.com/nu-hybrid-work-model/
Explore how we build technology at Nubank:
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