Social Sentinel (Fintech)

TL;DR

Social Sentinel (Customer Experience/Fintech): Monitoring social media platforms and resolving complex customer escalations to maintain brand reputation with an accent on empathy, sound judgment, and cross-functional collaboration. Focus on analyzing patterns in escalated cases and translating data into actionable product and process improvements.

Location: On-Site in Mexico City, Mexico

Company

Nu is one of the largest digital financial platforms in the world, serving over 127 million customers across Brazil, Mexico, and Colombia.

What you will do

• Monitor social media channels to detect and prioritize sensitive or escalated customer issues for immediate attention.
• Own end-to-end resolution of complex cases, ensuring high standards of customer support and follow-up.
• Partner with product support, customer service, and technical teams to resolve difficult cases effectively.
• Analyze escalated case data to identify recurring patterns and transform them into actionable insights.
• Prepare weekly reports and trend summaries for leadership with concrete recommendations for action.
• Identify gaps in escalation protocols and propose process improvements to increase efficiency.

Requirements

• Proven track record of resolving complex or high-sensitivity customer issues under pressure.
• Fluency in both Spanish and English (written and verbal) is essential.
• Ability to analyze case data and translate findings into process recommendations.
• Experience collaborating across functions with product, operations, and CX teams.
• Strong sense of ownership and diligent follow-through on all customer cases.
• Must be based in Mexico City for on-site work.

Nice to have

• Experience with Sprinklr, Databricks SQL, or Amazon QuickSight.
• Background in digital banking or fintech customer complaint handling.
• Ability to derive strategic recommendations from quantitative data.

Culture & Benefits

• Opportunity to earn company equity.
• Comprehensive health, life, dental, and vision insurance.
• NuCare mental health assistance and NuLanguage/Nucleo learning platforms.
• Generous leave: 17 days paid vacation plus a 30-day holiday bonus (Aguinaldo).
• Practical perks including a food card, gym partnership, and work-from-home allowance.
• Extended maternity and paternity leaves and parental consultancy.