Nubank
SocialSentinels
“Social Sentinels at Nubank. Skills: Customer issue resolution, Social media monitoring, Data analysis, Cross-functional collaboration. Monitor social media platforms. Detect and prioritize escalated customer issues”
What You'll Achieve.
Leave customers feeling heard, valued, and supported; Improve its products, services, and processes; Increase efficiency without compromising the customer experience
Industry & Context.
Resolving complex or high-sensitivity customer issues; Gather the context and resources needed to close difficult cases effectively; Identify patterns and recurring issues
What They're Looking For.
Must Have
Track record of resolving complex or high-sensitivity customer issues, Demonstrated empathy and sound judgment in high-pressure situations, Experience in customer-facing roles where clear, effective communication in both Spanish and English was essential — written and verbal, Ability to analyze patterns in case data and translate findings into actionable insights or process recommendations, Experience collaborating across functions — working with product, operations, and CX teams to drive resolutions on behalf of customers, Sense of ownership and follow-through
Nice to Have
Experience with Sprinklr, Databricks SQL, or Amazon QuickSight, Background handling high-impact customer complaints in a digital banking or fintech environment, Ability to turn quantitative data into strategic recommendations and drive action from numbers
What You'll Do.
Monitor social media platforms
Detect and prioritize escalated customer issues
Own end-to-end resolution of complex customer cases
Document every interaction accurately
Analyze escalated cases over time
Prepare weekly reports and trend summaries
Champion process improvements
How You'll Work.
Team & Collaboration
Partner with product support, customer service, and technical teams; Collaborating across functions — working with product, operations, and CX teams
Communication Scope
Clear, effective communication in both Spanish and English — written and verbal
Applying for this Social Sentinels role?
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