Customer Support Senior Specialist - Remote

Overview

This position will be responsible for Headcount Planning and Control, BPOs Management, and Content Management, contributing to the customer excellence structure and supporting the launch of new products.

In Short

• Plan and control service operation workforce.
• Manage BPOs for efficiency and quality.
• Promote systematic improvement of content.
• Monitor operational metrics and performance indicators.
• Identify opportunities for improvement in processes.
• Prepare management reports on operational and BPO performance.
• Ensure alignment with Nubank's processes and standards.
• Lead initiatives for new solutions and best practices.
• Participate in planning and strategy implementation.
• Foster a diverse and inclusive workplace.

Requirements

• Advanced English proficiency.
• Experience in customer experience management.
• Strong analytical and data visualization skills.
• Ability to manage multiple stakeholders.
• Experience in crisis management.
• Knowledge of operational strategy and KPIs.
• Ability to lead team meetings effectively.
• Experience in project management.
• Strong communication skills.
• Ability to navigate complex team environments.

Benefits

• Chance of earning equity at Nu.
• Extended maternity and paternity leaves.
• Health and life insurance.
• Mental health and wellness assistance program.
• Learning platform of courses.
• Language learning program.
• Holiday Bonus of 30 days of pay per year.
• 17 days of paid vacation with a 25% vacation bonus.
• Gym partnership.