About Nubank

Nubank is the leading financial technology company in Latin America and the largest independent neobank in the world. 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. 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
Requirements
  • 2+ years of proven experience and knowledge of tech support
  • Experience with MacOs, Linux, among others
  • Knowledge of Infrastructure as Code, Configuration Management tooling (Ansible, Puppet)
  • Attlasian or any corporate MSD tool.
  • 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
  • Familiarity with business intelligence tools, like Metabase, Attlasian or Tableau and experience querying data with SQL and working knowledge of a programming language (python, R) is a plus
This position is based in Bogotá D.C., Colombia. 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
  • You like working with people and are flexible when dealing with people from different backgrounds, demonstrating ability to deliver despite ambiguity, changing expectations, tight deadlines, and always thinking and believing that there’s more than one way to make something cool.
  • Appreciating and taking care of little details, showing curiosity, disposition to learn new skills quickly and having the will of taking on technologies with a high learning-curve.
  • Encouraging your colleagues and influencing them to get things done in an environment where there are many things with coinciding priorities.
  • Genuinely caring for a strong work ethic and dedication to truth in making decisions that put what's best for the company ahead of personal and/or team needs.
  • Always looking for scalable solutions that will last, always aiming to collaborate well, communicate well, being open and inclusive, not tolerating demonstrations of uncool behaviors.
  • Knowing what your limits are, demonstrating a realistic sense of your own strengths and weaknesses, with a low ego, non-defensive openness when giving or receiving feedback, always trying to be authentic and taking advantage of the situation to improve as a person and professional.
  • Seeking critical thinking to diagnose problems at the root cause by solving practical, simple and scalable solutions to problems, also developing creative new solutions to existing problems.
 
Benefits
  • Health and life insurance 
  • 15 days of paid vacation
  • 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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