Customer Excellence Supervisor

About Nubank

Nu was born in 2013 with the mission to fight complexity, empowering 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 www.nu.com.co

About Customer Excellence team

We are building a community of fanatical customers, providing outstanding customer experience to everyone. Everything we do centers our clients – from product design to every customer interaction. We build meaningful relationships with each of our clients; that’s why millions of Latin Americans love us. We are always looking for the most innovative and creative professionals out there. If you are tired of the same solutions for old problems, we might be the next step of your career. You can read more about it in our blog and get insights into how we work.

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.

- Contribute to the growth of the Xpeer chapter through strategic projects aligned with the chapter roadmap.

- Develop and mentor 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.

- Provide 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 2 years of experience in a similar role.

- Fluent in English and Spanish (Desirable).

- Experience with tNPS management (a plus, not mandatory).

- Experience with Onboarding/Training (a plus, not mandatory).

- Great people skills – good listener, excellent communication, enjoys engaging in discussions with people from different backgrounds and cultures.

- Solid analytical and multi‑tasking skills.

- Attention to detail, data‑management & results‑oriented.

Core Benefits

- Equity at Nubank.

- Health insurance.

- Vacations of 15 workdays.

- NuLanguage – Language learning program.

- Parental leaves.

Diversity & Inclusion at Nubank

We want to have a product for everyone, and we build strong and diverse teams that rise 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 Nubankers identify as part of the LGBTQ+ community, and 40% of our team comprises women at all positions and seniority levels. We are a very process‑light organization that values human interactions, which is an essential part of our culture. At Nubank, everyone has the opportunity to speak up, participate, grow, and share ideas.

Location & Work Model

- Position based in Bogotá, Colombia.

- Hybrid work model: office attendance for one week every cycle, which may vary between one and three months.

Seniority level

- Mid‑Senior level

Employment type

- Full‑time

Job function

- Other

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