Nu
FinTech
SocialSentinels
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Social Sentinels at Nu. Skills: Customer issue resolution, Social media monitoring, Customer insights. Monitor social media platforms. Detect and prioritize issues”
What You'll Achieve.
Leave customers feeling heard; Leave customers feeling valued; Leave customers feeling supported; Improve products and services; Improve processes
Industry & Context.
Root cause analysis; Troubleshooting; Issue resolution
What They're Looking For.
Must Have
Resolving complex customer issues, Empathy and sound judgment, Clear communication in Spanish, Clear communication in English, Analyze case data patterns, Translate findings into insights, Collaborating across functions, Sense of ownership, Follow-through
Nice to Have
Experience with Sprinklr, Experience with Databricks SQL, Experience with Amazon QuickSight, Handling high-impact complaints, Digital banking experience, Fintech environment experience, Turn quantitative data into recommendations, Drive action from numbers
What You'll Do.
Monitor social media platforms
Detect and prioritize issues
Own end-to-end resolution
Keep customers informed
Document every interaction accurately
Partner with product support
Gather context and resources
Analyze escalated cases
Identify patterns and issues
Transform data into insights
Prepare weekly reports
Prepare trend summaries
Champion process improvements
Identify gaps in protocols
Propose changes to increase efficiency
How You'll Work.
Team & Collaboration
Partner with product support; Partner with customer service; Partner with technical teams; Collaborate across functions
Communication Scope
Written communication; Verbal communication
Full Job Description
ABOUT NU Nu is one of the largest digital financial services platforms in the world, serving 135 million customers across Brazil, Mexico, and Colombia. The company has been leading an industry transformation by leveraging data and proprietary technology to develop innovative products and services. Guided by its mission to fight complexity and empower people, Nu caters to customers’ complete financial journey, promoting financial access and advancement with responsible lending and transparency. The company is powered by an efficient and scalable business model that combines low cost to serve with growing returns. Nu’s impact has been recognized in multiple awards, including Time 100 Most Influential Companies, Fast Company’s Most Innovative Companies, and Forbes World’s Best Banks. Visit our institutional page: https://www.nu.com/2026-en About Us Nu is one of the largest digital financial platforms in the world, with more than 127 million customers across Brazil, Mexico, and Colombia. Guided by our mission to fight complexity and empower people, we are redefining financial services in Latin America and this is still just the beginning of the purple future we're building. Listed on the New York Stock Exchange (NYSE: NU), we combine proprietary technology, data intelligence, and an efficient operating model to deliver financial products that are simple, accessible, and human. Our impact has been recognized by global rankings such as Time 100 Companies, Fast Company's Most Innovative Companies, and Forbes World's Best Bank. Visit our institutional page https://international.nubank.com.br/careers/ About the Role At Nu, every customer interaction matters — and the ones that are most complex matter most of all. When someone reaches out through social media with an urgent issue, a sensitive concern, or a complaint that's gone unresolved, the Social Sentinel team is there to step in and make things right. As a Social Sentinel, you'll be at the front line of Nu Mexico's custo
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