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Warner Bros. Discovery is seeking a Senior Customer Experience (CX) Tech for Tier 3 Social Advanced Support in Mexico City. The role involves providing expert support for complex customer issues, collaborating with various teams, and leading initiatives to enhance service delivery.
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Job Summary
This role serves as a subject matter expert on HBO Max streaming products while providing advanced support for complex issues.
The position requires partnering with leadership to oversee escalations, identify workflow gaps, and coach the support team.
Candidates must be flexible to accommodate business needs including on-call rotations and support for events outside regular hours.
Matching Summary
Match Score: 75
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Warner Bros. Discovery is seeking a Senior Customer Experience (CX) Tech for Tier 3 Social Advanced Support in Mexico City. The role involves providing expert support for complex customer issues, collaborating with various teams, and leading initiatives to enhance service delivery.
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Skills & Requirements
Must-have
5+ years CX experience at B2C brand
Streaming media product knowledge
Social media management tools like Sprinklr
Root cause analysis and troubleshooting
Cross-functional collaboration with Engineering
Nice-to-have
Experience with Lean/Agile methodologies
JIRA or ServiceNow familiarity
Portuguese language proficiency
Background in Journalism or Communications
Mentorship of junior support teams
Key Requirements
5+ years customer experience in media or technology