CX Escalation Specialist — FinTech Support

Didi; Ciudad de México; Presencial; MXN 420.000 - 600.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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).

Responsabilidades

• 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.

Conocimientos

Data analysis

Excel

Google Sheets

Strong communication

Problem solving

Educación

Bachelor's degree in business-related field

Herramientas

CRM/BPO management tools

Descripción del empleo

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.