Social Media CX Strategist & Process Optimizer

DiDi Global; Ciudad de México; Híbrido; MXN 300.000 - 420.000; Jornada completa

Descripción de la vacante

DiDi Global is seeking a Social Media CX professional to optimize end-to-end processes, scripts, and playbooks for our social channels. The role requires collaborating with CX Operations, QA, Risk, and other teams to improve performance while maintaining compliance and quality standards.

The ideal candidate has experience in social media customer support, strong process design skills, and business-level English.

Formación

• Experience in Social Media Customer Support.
• Experience supporting customers through social media platforms.
• Strong background in process design, documentation, and operational optimization.
• Business-level English; able to work with internal and regional stakeholders.
• Familiarity with social care tools (e.g., Sprinklr).

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 Support

Process Design & Optimization

Cross-functional Collaboration

English Proficiency

Herramientas

Sprinklr

Descripción del empleo

DiDi Global is seeking a Social Media CX professional to optimize end-to-end processes, scripts, and playbooks for our social channels. The role requires collaborating with CX Operations, QA, Risk, and other teams to improve performance while maintaining compliance and quality standards.

The ideal candidate has experience in social media customer support, strong process design skills, and business-level English.