Social Media CX Operations Analyst — Optimize Flows

DiDi; Ciudad de México; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

DiDi is seeking a Social Media CX professional in Mexico City to own end-to-end social media customer experiences. You will design and maintain scripts, optimize response flows, and ensure compliant interactions across public and private channels.

Work with CX Operations, QA, Risk, and other teams to improve SLA performance and operational efficiency, while communicating with global stakeholders in English as needed.

Formación

• Experience in Social Media Customer Support.
• Experience supporting customers through social media platforms.
• Strong background in process design, documentation, and operational optimization.
• Proven ability to collaborate with cross-functional operational teams.
• Business-level English, able to work with internal and regional stakeholders.
• Familiarity with social care tools used for CX operations (e.g., Sprinklr or similar).

Responsabilidades

• Own Social Media CX operational processes end-to-end, from response flows to continuous optimization.
• Design and maintain CX-focused scripts and playbooks adapted to social media channels.
• Drive operational consistency and efficiency across public and private social media interactions.
• Support critical and sensitive cases through clear operational escalation and resolution processes.
• Improve SLA and response-time performance through process analysis and optimization.
• Identify operational root causes behind social media inflow and recurring issues.
• Provide visibility to stakeholders on operational performance, trends, and risks.
• Communicate effectively in English with regional or global stakeholders when required.

Conocimientos

Social Media Customer Support

Process design

Documentation

Operational optimization

Cross-functional collaboration

Business English

Social care tools

Herramientas

Sprinklr

Descripción del empleo

DiDi is seeking a Social Media CX professional in Mexico City to own end-to-end social media customer experiences. You will design and maintain scripts, optimize response flows, and ensure compliant interactions across public and private channels.

Work with CX Operations, QA, Risk, and other teams to improve SLA performance and operational efficiency, while communicating with global stakeholders in English as needed.