Customer Experience Premier Advance Support - Portuguese Speakers

Warner Bros. Discovery; Ciudad de México; Presencial; MXN 25,000 - 35,000; Jornada completa

Descripción de la vacante

A leading media and entertainment company is seeking a CX Tech Tier III Premier Advanced Support professional. This role involves providing VIP support for complex issues and collaborating with various internal stakeholders. Candidates should have a Bachelor’s degree and possess advanced English and Portuguese skills, alongside 3+ years of customer service experience in relevant fields. The position offers opportunities to contribute to process improvements while ensuring a positive customer experience.

Formación

• 3+ years customer service experience in media, entertainment, technology or hospitality.
• Familiarity with streaming media technologies.
• Willingness to accommodate work schedule changes for events.

Responsabilidades

• Serve as the primary escalation point for sensitive support requests.
• Partner with internal teams to respond to special handle requests.
• Maintain current knowledge of WBD products/services.

Conocimientos

Customer service excellence

Advanced English

Advanced Portuguese

Problem-solving

Effective communication

Educación

Bachelor´s degree

Herramientas

Consumer streaming devices

Descripción del empleo

Overview

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

Who We Are…

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

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 support groups.

This individual is a core contributor within the Advanced Support Team who collaborates cross-functionally and at various altitudes 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
• At times 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 some 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 our accessibility page (https://careers.wbd.com/global/en/accessibility) for instructions to submit your request.