Customer Excellence Supervisor

TL;DR

Customer Excellence Supervisor: Leading and developing customer service teams to deliver exceptional customer experiences with an accent on people management, team development, and continuous improvement. Focus on strategic projects, proactive feedback, and adapting to changing operational environments.

Location: Must be based in Colombia, Bogota, with a hybrid work model requiring office attendance one week per cycle.

Company

Nu is one of the largest digital financial platforms in the world, redefining financial services in Latin America for over 127 million customers.

What you will do

• Lead, develop, and mentor Xpeers (customer service teams) to become future leaders.
• Drive continuous improvement by taking full ownership of team performance and tracking key metrics.
• Contribute to the growth of the Xpeer chapter through strategic projects aligned with the roadmap.
• Provide proactive and constructive feedback on products, tools, customer insights, and communication.
• Adapt to sudden changes, including shifting tasks, working hours, and uncertain situations.

Requirements

• At least 1 year of experience in a similar role.
• Consistent experience with people management and a proven record of people development and team performance management.
• Strong analytical, multi-tasking, attention to detail, data management, and results-oriented skills.
• Great people skills, including active listening and engaging communication with diverse backgrounds.
• High alignment with hirify.global's values and cultural fit.
• Fluent in English.

Nice to have

• Experience with tNPS management.
• Experience with Onboarding/Training.

Culture & Benefits

• Chance of earning equity at Nu.
• Extended maternity and paternity leaves.
• Comprehensive health and life insurance.
• Access to NuCare (mental health and wellness assistance program) and Nucleo (learning platform of courses).
• NuLanguage (language learning program) and 15 workdays of vacation.
• Gym partnership and Work-from-home Allowance.
• Parental Consultancy.