Customer Support Senior Specialist (IC6)

About Us

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 our institutional page. 

About Xpeers

You will have the opportunity to help reinforcing Nubank's culture in another country, provide the best onboarding experience for the local xpeers and make sure they learn the Nubank's way of delighting and assisting the customers, help the local team to implement the customer excellence structure and be part of the construction of an amazing local company that will bring a financial revolution in Mexico just like we are doing in Brazil.

To build a strong and diverse team is one of our most precious values, therefore your work will be decisive for our success on developing the Customer Experience Chapter in a different country.

You will be responsible for:

Our IC6 push the envelope when it comes to leadership, leading by example, adopting new concepts, training, engaging people by purpose and building a high trust environment. The most common activities for this position are:

• Headcount | Planning and Control: define the necessary premises to plan the HC and control the service operation workforce ensuring efficiency and service level. 
• BPOs Management: manage BPO's performance, monitoring their efficiency and quality metrics. 
• Content Management: Promote  improvement of the internal (Weduka and Macros) and external (FAQ and Auto-Reply) content base, aiming at a better experience and autonomy for internal (Agents) and external customers. 
• Operational management: Ensuring the development, engagement and performance of the internal customer service team.
• External Agencies Management: Manage EAs and identify opportunities for improvement so that EAs can grow in a scalable and sustainable way and deliver the best performance according to Nubank's expectations in recoveries and excellence standards.

• Quality / Hsat Management: Provide the best customer experience through the results of satisfaction and quality.

• Training Management: Manage knowledge strategically by capturing and improving access to knowledge in this way positively impacting the 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

 

Our Nu Way of Working

Our work model is hybrid and has cycles that can be from two to three months according to the business of ​​expertise. For every eight or twelve weeks of remote work, one will be at the office.
Know more in this blog: México

 

Diversity & Inclusion

At Nu, we want to be sure that we're building a more diverse and inclusive workplace that reflects the customers we serve and seek to empower. That's why we hire based on equality. We consider 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 fantastic talent.

 

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Last updated on Aug 28, 2024