CX Escalation Specialist — FinTech Support

Didi; Ciudad de México; Sur place; MXN 420 000 - 600 000; Plein temps

Résumé du poste

DiDi is seeking a CX Escalation Analyst to strengthen customer-first service in a fast-paced environment at our Mexico City office. You will drive continuous improvement, analyze data for performance reports, and support operational excellence across CX projects and playbooks.

Strong communication and problem-solving skills are essential. The role requires 1–2 years in service delivery or BPO, a business-related degree, and willingness to work on-site in CDMX with weekend shifts possibilities.

Qualifications

• Minimum 1-2 years in service delivery, in-house operations, or BPO environments with data analysis experience.
• Bachelor's Degree in a business-related field or equivalent experience.
• Fluency in English preferred (both written and spoken).

Responsabilités

• Play a key role in projects within a functional CX area.
• Execute complex tasks efficiently with limited guidance.
• Suggest process improvements and refine current playbooks.
• Lead operational teams under guidance of senior members when required.

Connaissances

Data analysis

Excel

Google Sheets

Strong communication

Problem solving

Formation

Bachelor's degree in business-related field

Outils

CRM/BPO management tools

Description du poste

DiDi is seeking a CX Escalation Analyst to strengthen customer-first service in a fast-paced environment at our Mexico City office. You will drive continuous improvement, analyze data for performance reports, and support operational excellence across CX projects and playbooks.

Strong communication and problem-solving skills are essential. The role requires 1–2 years in service delivery or BPO, a business-related degree, and willingness to work on-site in CDMX with weekend shifts possibilities.