Customer Experience- Tier 3 (CX Tech)

Warner Media, LLC.; Ciudad de México; Presencial; MXN 550,000 - 918,000; Jornada completa

Descripción de la vacante

A leading media and entertainment company in Mexico City seeks an Advanced Support Technician. This role requires expertise in customer experience management and offers the opportunity to work closely with global teams. Candidates should have at least 3 years of support experience and be fluent in both English and Spanish. The position demands strong communication skills and the ability to analyze customer feedback. A flexible work schedule is necessary to accommodate dynamic business needs.

Servicios

Career defining opportunities

Curated benefits

Flexible work schedules

Formación

• 3+ years of CX/Support experience at a comparable B2C brand.
• Demonstrated support expertise in media, entertainment, or technology.
• Exceptional oral and written communication skills.

Responsabilidades

• Function as a subject matter expert over all product/services.
• Receive escalations from frontline support teams.
• Conduct root cause analysis to identify troubleshooting tactics.

Conocimientos

Customer Experience Management

Technical Acumen

Bilingual (English/Spanish)

Data Analysis

Communication

Educación

Degree in technology or related field

Herramientas

Consumer streaming devices

Descripción del empleo

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.

The Role

The Advanced Support (Tier 3 of 3) Technician is a key member of the Global Customer Experience (CX) Strategy & Ops team. A subject matter expert across all WBD’s products/services like HBO Max, d+, and many more, they partner closely with their CX peers at all levels within the organization to provide advanced support for issues that cannot be resolved by lower tier support groups.

They will also provide ongoing oversight over our frontline support advocates, identifying improvement opportunities and providing guidance/data needed to ensure they’re prepared for upcoming events/premiers and performing at their best.

The ideal candidate demonstrates a combination of strong technical acumen and customer service excellence. They have the ability to prioritize tasks and resolve/complete complex issues/projects with professionalism and poise. They will leverage their position to work closely with Global CX Management and Leadership to continuously challenge/define/refine what excellence means for CX.

Work Schedule: Wednesday -- Sunday 9am - 6pm

Note: A flexible schedule is needed to accommodate a dynamic business environment. This could include participating in an on-call rotation or occasionally adjusting your schedule to support special events or premieres occurring outside of regular business hours, and/or on weekends/holidays. We also host monthly in-person events and training that will require in-person attendance.

Language Requirement:

• The ability to speak, read, and write fluently in English and Spanish is required
• The ability to speak, read, and write fluently in Portuguese is a nice-to-have

Primary Responsibilities:

• Function as a subject matter expert over all WBD products/services; maintaining knowledge over all associated responsibilities, policies, and procedures.
• Receive escalations directly from frontline support teams (Tier 1 and 2) and deliver positive outcomes over traditional and social channels.
• At times provide direct support to WBD employees, senior stakeholders and partners.
• Work cross-functionally, and at various altitudes with CX Leadership, QA, Engineering, Product and/or PM teams to identify, document, and escalate opportunities to appropriate extended teams.
• Conduct deep-dive and root cause analysis investigations to identify troubleshooting tactics, workarounds and support recommendations for issues and emerging trends that cannot be resolved through known troubleshooting steps.
• At times assist our escalation partners in maintaining a catalog of open issues to ensure accurate understanding of issue impact, while communicating issue status to domestic and international teams.
• Partner with CX management to improve upon all aspects of the support and escalation process; identifying coaching opportunities, workflow requirements and operational gaps.
• Track and identify contact trends based on conversation topics, locations and other patterns to identify emerging issues or events.
• Provide cross-functional guidance and support during service disruptions, outages, movie/show premieres, and other high impact events. At times fully representing Global CX org.
• Occasionally provide product and support training to frontline technical support teams.
• Partner with CX L&D teams to translate product and support expertise to evolve training curriculum and customer facing support content.
• Occasionally travel to provide on-site training and support, as needed.

The Essentials:

• 3+ years CX/Support experience at a comparable B2C brand, preferably in media, entertainment, technology or hospitality supporting streaming media or equivalent technologies.
• Degree in technology, journalism, communications, marketing, or equivalent experience and/or demonstrated support expertise.
• Exceptional oral and written communication skills - able to communicate effectively with junior to senior level internal and external partners, breaking down technical concepts for non-technical audiences with strong attention to detail for data, grammar, and spelling.
• Ability to operate in a fast-paced environment, interacting with colleagues in multiple countries and time zones.
• Comfortable generating and analyzing both quantitative and qualitative data to diagnose customer feedback, team performance, and identify actionable improvement opportunities.
• Familiarity and comfort with consumer streaming devices such as Apple TV, Roku, iOS devices, Android TV/mobile.
• Demonstrate a strong sense of empathy, accountability and autonomy to complete required tasks while handling multiple priorities at a time with proper urgency.
• Able to consistently represent WBD CX in a professional manner.
• Able to participate in an on-call rotation or occasionally adjust your schedule to support special events or premieres occurring outside of regular business hours, and/or on weekends/holidays.

You Are:

• Passionate about creating memorable support experience for our customers.
• Driven to continuously improve processes that facilitate high internal and external customer satisfaction.
• Relentlessly positive and possess a ‘can’t be stopped’ attitude.
• Self-starter, creative problem solver, proactive, collaborative and resourceful.
• Able to successfully handle multiple ongoing issues at any given time while maintaining daily workload.
• Able, willing and driven to master new concepts every day.
• Highly organized and at home in a fast-paced, changing environment.

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 the accessibility page for instructions to submit your request.