CX Operations Customer Advocacy & Escalation Specialist

TL;DR

CX Operations Customer Advocacy & Escalation Specialist: Oversee and resolve sensitive customer escalations ranging from Brazil and corporate inquiries to internal issues with an accent on quality hygiene, process efficiency, and cross-team collaboration. Focus on reducing escalation volumes, architecting strategies for refunds/privacy requests, and sharing field insights with product groups.

Location: Hybrid Offsite - Mexico. Must have a flexible schedule to accommodate multiple time zones.

Company

Global multi-category company transforming customer engagement with a LEAN approach to exceed expectations.

What you will do

• Manage quality and hygiene of Our Customer Voice and Brazil escalations teams, improve processes to reduce volume and increase efficiency, and update stakeholders.
• Handle internal corporate escalations including exceptional refunds, login issues, data deletion, reseller questions, legal/safety requests, and privacy/compliance matters.
• Architect strategies to minimize escalation rates and enhance resolution efficiency.
• Provide field insights to product groups and advocate for customers in post-sales support journeys.
• Collaborate with Legal, Privacy, and other departments on sensitive interactions.

Requirements

• Minimum 2-5 years in customer care, CX, or contact centers, preferably escalation management
• Excellent written/oral communication and computer literacy/typing skills
• Outstanding critical thinking, decision-making, and data privacy standards
• Stellar interpersonal skills for cross-department collaboration
• Flexible schedule for multiple time zones
• Experience with Zendesk/CRM, Google Workspace, Tableau/PowerBI, AI tools, and project management

Nice to have

• Portuguese proficiency for Brazil escalations
• Empathetic listening, calm under pressure, and proactive communication

Culture & Benefits

• Hybrid work model with flexibility for remote or on-premises based on team.
• Comprehensive benefits varying by location, supporting physical, financial, emotional wellbeing.
• Inclusive culture valuing diversity, collaboration, equality, and environment.
• Empowerment to be yourself, stay hungry/humble, challenge norms, and decide/do.