About Nubank

Nubank is the leading financial technology company in Latin America and the largest independent neobank in the world, with more than 15 million clients. Its first product, launched in 2014, is a no-fee credit card that is fully managed by a mobile app and used by 10 million customers. Almost 36 million Brazilians have requested its products, and the company has passed the 15 million customer mark. In 2017, Nubank launched its proprietary loyalty rewards program ("Nubank Rewards"), as well as a digital account ("NuConta") that is already used by 12 million people. In 2019, the company began testing its personal loan product and took its first steps in international expansion, opening offices in Mexico and Argentina. To date, Nubank has raised around US$ 820 million in seven equity investment rounds from TCV, Sequoia Capital, Kaszek Ventures, Tiger Global Management, QED, Founders Fund, DST Global, Redpoint Ventures, Ribbit Capital, Dragoneer Investment Group, Thrive Capital and Tencent. Recently, Nubank was elected as the most innovative company in Latin America and ranked no. 36 on Fast Company's 50 Most Innovative Companies ranking.


What You'll Do 

  • Giving a real friendly support reflecting Nubank culture, optimizing customer care and increasing customer familiarity
  • Understanding and handling of different incident report
  • Problem identification and classification with a systematic approach
  • Problem statement and solution Proposal, execution and closing with a “Fixing the cause, not the symptom” approach avoiding temporary fixes
  • End-to-end understanding of the system and ability to correctly forward and track the problems to the experts whenever is necessary
  • Knowing and Defining the scope of support and estimating the necessary staff to maintain the QoS for the clients including planning the on call shifts and knowing and defining the escalation process
  • Tracking the service requests and analyzing the statistics to determine the current trend and work over future improvements
  • Ability to properly do special announcements for major outages


  • 4+ years of proven experience and knowledge of tech support
  • Strong knowledge and understanding of tech different incident report
  • Excellent problem-solving and analytical skills with ability to turn findings into strategic imperatives
  • Experience building successful relationships across organizations at multiple levels to deliver results
  • Experience leading efforts that require integration of multiple technology systems, operations, or customer service processes
  • Full professional proficiency in English; proficiency in Spanish is desirable
  • Familiarity with business intelligence tools, like Metabase, Looker or Tableau and experience querying data with SQL and working knowledge of a programming language (python, R) is a plus
  • Have a Mexican work permit/ visa to work in Mexico

This position is based in Mexico City, Mexico.


You will fit in well if:

  • You are unafraid to take initiative to identify and answer problems that are not necessarily evident
  • You love working in a dynamic environment and being granted a lot of autonomy
  • You're looking for a company with a culture of camaraderie, fun and personal growth
  • You love operations and making things more efficient and simple



  • Health and life insurance 
  • Food card
  • 15 days of paid vacation with 25% vacation bonus
  • Holiday Bonus ("Aguinaldo") of 30 days of pay per year
  • NuLanguage - Our language learning program
  • Extended maternity and paternity leaves 
  • Chance of earning equity at Nubank

Diversity and Inclusion at Nu

We want to build products and experiences for everyone who wants to take back control over their finances, that's why we build strong and diverse teams that rise up 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 our team recognize themselves as part of the LGBTQ+ community, and 40% of our team identify as women, in all positions and seniority levels. We are a very process-light organization that values human interactions, and that is a very important part of our culture. At Nu, everyone has the opportunity to speak up and participate, grow and share ideas.

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