Customer Experience Program Specialist Iv
hace 4 meses
**About the Role**
The Customer Experience Program Specialist will be responsible for executing and monitoring our Earners experience and support strategy in LATAM. They will analyze, create, recommend, and execute the operational and strategic initiatives across a variety of programs and support modalities in the region. The role will also be responsible for executing continuous improvement actions as well as providing insights for strategic decisions and managing low complexity projects.
**What You'll Do**
- Design, implement, and maintain support processes and policies and identify areas of continuous improvement.
- Manage all escalated continuous process improvement requests for your respective support queue, corresponding and liaising with relevant stakeholders as needed.
- Implement initiatives for programs across products and projects coming from the Ops teams.
- Understand Earners' needs across value, lifecycle, behavioral, and geographical segments and define frameworks on how to serve them (where can we invest, where should we be lean).
- Collaborate with all programs and specific functions to implement support model changes to operate in a differentiated way across segments.
- Drive segmented differentiation through support treatments such as prioritization, agent profiles, channel availability, and policy flexibility.
- Track and control CommOps regional metrics like Conversion Rate, Customer Satisfaction, Contact Rate, Defect rate, etc.
**What You'll Need**
- Immediate availability to live in Mexico City or São Paulo
- Excelent Spanish / Portuguese speaking skills
- Conversational English level (C1)
- 2+ years of experience in project management and/or continuous improvement processes.
- Data analysis
- Advanced Excel / Google Sheets proficiency. E.g. pivot tables
- Stakeholder management skills: Experience in encouraging results in areas that aren't in your immediate responsibility. Keen understanding of the goals & priorities of your customers
- Time management and organizational habits
- Communication skills: Ability to create and present information that engages team and partners. Experience communicating data visually
- Ability to work with remote teams and across time zones to develop strategies and cultivate a cohesive and creative work environment
- Customer obsession: Genuine passion for our users and wants to be a force for positive change in their touch points with Uber
- Problem-solving attitude: the ability to self-serve, investigate and get the data we require will make you much more effective in this role. Self-starter attitude is a must
- Operational Ownership: Being able to follow up and improve experiences. Openness to accept feedback, act upon it and close the loop on different tasks and initiatives
- Team Collaboration: Working effectively in a team environment and navigate through the organization to meet common goals
**Preferred Qualifications**
- High-growth operations or startup experience.
- Familiarity with support/customer operations.
- SQL knowledge.
- Experience working on the earner experience side of our business.
-
Customer Experience Specialist
hace 3 semanas
Ciudad de México, Ciudad de México Aleph Integrated A tiempo completoCompany Overview:Aleph Integrated is a dynamic company seeking an exceptional customer experience specialist to join our team. This role requires excellent communication skills, ability to multitask and work in a fast-paced environment.Salary:$144,000 per yearJob Description:We are looking for a highly motivated individual to assist customers with our online...
-
Customer Experience Project Specialist
hace 4 meses
Ciudad de México, CDMX Uber A tiempo completo**About the Role** The Customer Experience Program Specialist will be responsible for executing and monitoring our Eaters and Couriers experience and support strategy in LATAM. They will analyze, create, recommend, and manage operational and strategic initiatives across a variety of programs and support modalities in the region. The role will also be...
-
Sr. Program Manager, Customer Experience Mexico
hace 3 meses
Ciudad de México, CDMX Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completo6+ years of experience in Customer experience - 3 years of experience as a Program or Project Manager - 3 years of experience in using data to drive strategies - 3 years of experience influencing stakeholders - English Advanced (C1+) - Bachelor's degree - This is not a remote position, onsite assistance is required 5 times per week. Key job...
-
Customer Experience Specialist
hace 3 meses
Ciudad de México, CDMX SPX FLOW A tiempo completoBased in Charlotte, North Carolina, SPX FLOW, Inc. (NYSE: FLOW) innovates with customers to help feed and enhance the world by designing, delivering and servicing high value solutions at the heart of growing and sustaining our diverse communities. The company's product offering is concentrated in rotating, actuating and hydraulic technologies, as well as...
-
Customer Experience Marketing Specialist
hace 1 mes
Ciudad de México, Ciudad de México Docplanner A tiempo completoJob DescriptionAt Docplanner, we're seeking a highly skilled Customer Experience Marketing Specialist to join our team. This role is responsible for developing and executing customer-centric marketing campaigns that drive engagement and upsells.The ideal candidate will have a strong background in customer-focused marketing, with a proven track record of...
-
Program Manager, Customer Experience Specialist
hace 4 semanas
Ciudad de México, Ciudad de México Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completoAbout Amazon.com.mxWe are committed to being the most customer-centric company on earth. To achieve this goal, we seek exceptional individuals who share our passion for delivering an unparalleled customer experience.
-
Game Support Agent
hace 1 mes
Ciudad de México, Ciudad de México Lionbridge A tiempo completoRole OverviewAs a Game Support Agent - Customer Experience Specialist, you will play a vital role in enhancing our customer support efforts at Lionbridge Games.Your primary responsibilities will revolve around handling customer inquiries, identifying and monitoring player issue trends, and ensuring seamless gameplay experiences.
-
Ciudad de México, Ciudad de México Ikea A tiempo completoAbout the RoleWe are seeking a highly skilled Customer Experience Specialist for Social Media to join our team at IKEA.
-
Customer Experience Transformation Specialist
hace 3 semanas
Ciudad de México, Ciudad de México Zendesk A tiempo completoUnlock Customer Delight with ZendeskWe're seeking a skilled Customer Experience Transformation Specialist to join our team at Zendesk. In this role, you'll be responsible for driving the design and configuration of our product to meet the evolving needs of our enterprise customers.As a key member of our Professional Services team, you'll work closely with...
-
Global Customer Experience Specialist
hace 5 días
Ciudad de México, Ciudad de México Revolut A tiempo completoAbout the RoleWe are seeking a highly skilled Global Customer Experience Specialist to join our team at Revolut.As a key member of our Customer Support Team, you will be responsible for delivering an exceptional customer experience, resolving complex issues, and providing timely support to our global customer base.This is an exciting opportunity to join a...
-
Customer Experience Specialist
hace 2 semanas
Ciudad de México, Ciudad de México Oswego FCU A tiempo completoOverviewOswego FCU, a member-owned financial cooperative association, is dedicated to delivering quality financial products and services with professionalism, courtesy, and timeliness. As a Customer Experience Specialist, you will serve as a liaison between members and the Credit Union.Key ResponsibilitiesProvide exceptional service to exceed member...
-
Customer Experience Specialist
hace 8 meses
Ciudad de México Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completoExperience with Excel - Experience analyzing data and best practices to assess performance drivers - Experience deep diving on selling partner-level issues and delivering recommendations - Advanced English and fluent Spanish Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy...
-
Onboarding Specialist
hace 4 semanas
Ciudad de México, Ciudad de México Thomson Reuters A tiempo completoAbout the OpportunityWe are seeking an experienced Onboarding (KYC) Specialist to join our team in CDMX. This role is a key part of our customer onboarding process, ensuring seamless and timely completion of due diligence reviews.Key Responsibilities:Support internal partners and customers in gathering necessary documentation and information for due...
-
Customer Experience Operations Specialist
hace 2 semanas
Ciudad de México, Ciudad de México Maersk A tiempo completoWe are seeking a dynamic and customer-focused Customer Experience Operations Specialist to join our team at Maersk.This role is ideal for candidates with a passion for customer experience, strong problem-solving skills, and the ability to collaborate across teams.The successful candidate will have at least 1 year of experience in customer service, a...
-
Customer Experience Specialist
hace 2 semanas
Ciudad de México, Ciudad de México Michelin A tiempo completoKey Responsibilities:As a Customer Service Representative at Michelin, you will be responsible for managing orders, monitoring execution, and treating customers' requests to meet service commitment and improve customer satisfaction.Key Achievements:• Manage customer orders and delivery• Handle customer orders portfolio and monitor execution• Analyze...
-
Customer Experience Specialist
hace 6 meses
Ciudad de México Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completo2+ years of program or project management experience Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience, Amazon continues to grow and evolve as a world-class e-commerce platform....
-
Customer Support Specialist
hace 7 meses
Ciudad de México Sur A tiempo completoWe are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent...
-
Customer Experience Development Specialist
hace 7 días
Ciudad de México, Ciudad de México Ria A tiempo completoRia, a leading global money transfer company, is committed to providing fast, safe, and affordable financial solutions to customers worldwide.Our mission is to be the world's most progressive money transfer company by offering service excellence and competitive remittance payment services.**Job Summary:**We are seeking a highly motivated Customer Experience...
-
Program Specialist
hace 3 meses
Ciudad de México, CDMX Okta A tiempo completo**Get to know Okta** Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security...
-
Customer Experience Operations Supervisor
hace 2 meses
Ciudad de México, CDMX Percepta International A tiempo completoCustomer Experience Operations Supervisor MX-DF-Mexico DF **Description**: Summary The Team Leader is responsible for the day-to-day leadership and performance of employees on the Digital Engagement (DE) program. The Team Leader directs, supervises, evaluates, and coaches their representatives while motivating and building strong relationships with the...