Customer Experience Premier Advance Support - Portuguese Speakers

Warner Bros. Entertainment; Ciudad de México; Presencial; MXN 918,000 - 1,287,000; Jornada completa

Descripción de la vacante

A leading media and entertainment company in Mexico City is seeking a CX Tech Tier III Premier Advanced Support. This role is focused on providing VIP support for sensitive issues and requires strong customer service skills along with 3+ years of relevant experience. Candidates should be proficient in advanced Portuguese and English and comfortable with consumer streaming devices. Join a team that values collaboration and excellence in customer support.

Formación

• 3+ years customer service experience at a comparable B2C brand, preferably in media, entertainment, or technology.
• Familiarity with Apple TV, Roku, iOS devices, Android TV/mobile, Fire devices preferred.
• Ability to accommodate occasional work schedule changes.

Responsabilidades

• Serve as the primary escalation point for sensitive support requests.
• Collaborate cross-functionally with internal stakeholders.
• Identify and deliver creative workarounds for unresolved issues.

Conocimientos

Customer service experience

Advanced English

Advanced Portuguese

Problem-solving skills

Educación

Bachelor’s degree

Herramientas

Consumer streaming devices

Descripción del empleo

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Your New Role

The CX Tech Tier III Premier Advanced Support is a key member of the Global Customer Experience (CX) Strategy & Ops team. A subject matter expert over all WBD’s products/services, they provide VIP support for highly sensitive and complex issues that require a higher level of care and cannot be resolved by our standard support groups.

This individual is a core contributor within the Advanced Support Team who collaborates cross-functionally to ensure issues are surfaced, triaged, and tracked until a resolution is achieved.

Your Role Accountabilities

• Serve as the primary escalation point for our most sensitive support requests and support our internal VIPs and Executives
• Partner closely with internal stakeholder teams (including Finance, Tech, Comms, Legal) to investigate, document, and respond to special handle requests
• Function as a subject matter expert over all WBD products/services and maintain current knowledge over all responsibilities and SOPs maintained by the Advanced Support teams
• Identify and deliver creative workarounds and support recommendations for issues that cannot be resolved
• Responsible for reproducing, confirming, and documenting new issues
• Responsible for escalating business side issues to appropriate extended teams for resolution, while delivering a positive customer experience
• Coach, mentor, and assist partner support teams when needed across all current or future engagement/communication channels
• Participate in an on-call or flex schedule rotation to provide alternate hours, weekend, and/or holiday support coverage when needed
• Participate and contribute to ongoing processes, policies, and standards improvements
• Collaborate with the global CX team to identify and uphold KPIs for service and operational excellence

Qualifications and Experiences:

• Bachelor’s degree
• 3+ years customer service experience at a comparable B2C brand, preferably in media, entertainment, technology or hospitality and supporting streaming media or equivalent technologies
• Advanced Portuguese and English
• Accommodate occasional work schedule changes as needed to support events and premiers occurring outside of regular business hours.
• Familiarity and comfort using consumer streaming devices such as Apple TV, Roku, iOS devices, Android TV/mobile, Fire devices preferred

How We Get Things Done

This last bit is probably the most important. Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, union status, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit the accessibility page for instructions to submit your request.