FinTech CX Escalation Specialist (On-site CDMX)

Didi-Global-; Ciudad de México; On-site; MXN 335,000 - 580,000; Full time

Job summary

DiDi Global Inc. is seeking a CX Escalation Analyst to drive customer-first service in a fast-paced environment. You will tackle complex issues, analyze data, and support process optimizations across the CX function.

Required 1–2 years in service delivery or similar, a business-related degree, and strong English communication. This is an on-site full-time role located at Insurgentes Sur, CDMX, with weekend shifts expected.

Qualifications

• Minimum 1–2 years in service delivery, in-house ops, or BPO with process improvement, data analysis, incident management.
• Bachelor's degree in a business-related field or equivalent experience.
• Fluency in English is preferred; strong communication across fintech users is valued.

Responsibilities

• Play a key role in projects within a CX area.
• Lead complex tasks with limited guidance and suggest process improvements.
• Refine current playbooks and, when needed, lead operational teams under guidance.

Skills

Data Analysis

CRM/BPO Tools

Strong Communication

Resilience

Problem-Solving

Adaptability

Accountability

Education

Bachelor's Degree in Business or related field

Tools

Excel

Google Sheets

Job description

DiDi Global Inc. is seeking a CX Escalation Analyst to drive customer-first service in a fast-paced environment. You will tackle complex issues, analyze data, and support process optimizations across the CX function.

Required 1–2 years in service delivery or similar, a business-related degree, and strong English communication. This is an on-site full-time role located at Insurgentes Sur, CDMX, with weekend shifts expected.