About Nubank

Nubank was founded in 2013 to free people from a bureaucratic, slow and inefficient financial system. Since then, through innovative technology and outstanding customer service, the company has been redefining people's relationships with money across Latin America. With operations in Brazil, Mexico, and Colombia, Nubank is today one of the largest digital banking platforms and technology-leading companies in the world.

Today, Nubank is a global company, with offices in São Paulo (Brazil), Mexico City (Mexico), Buenos Aires (Argentina), Bogotá (Colombia), Durham (United States), and Berlin (Germany). It was founded in 2013 in Sao Paulo, by Colombian David Vélez, and cofounded by Brazilian Cristina Junqueira and American Edward Wible. For more information, visit www.nu.com.mx

 

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

  • 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

 

Benefits

  • Equity at Nubank
  • 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
  • NuCare - Our mental health and wellness assistance program
  • NuLanguage - Our language learning program
  • Extended maternity and paternity leaves

 

*Interviewing and onboarding are currently done virtually due to COVID-19. Everyone new to the team and our current staff will remain working from home until it is safe to return to our offices. If/when relocation is required, we have a team dedicated to global mobility and have partnered up with the best companies in the market to make sure processes run smoothly. We also offer a very competitive relocation package for international hires.

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