Investigations & Response Specialist

Job Description

Investigations & Response Specialist (Privacy)

Netflix is the world's leading streaming entertainment service with 231 million paid memberships in over 190 countries enjoying TV series, documentaries, feature films and mobile games across a wide variety of genres and languages. As Netflix continues to grow, we are looking for a talented team member to join the Customer Service team as a Specialist on the Investigations & Response team.

The Investigations & Response team - in close partnership with Legal and other critical stakeholders - handles and analyzes sensitive inquiries, privacy-related and Customer Service escalations in order to protect Netflix's business and our member's experience.

You will be a resource for cross-functional teams on matters related to the Netflix customer experience. While liaising with our Privacy teams, you will analyze, investigate, and respond to private and government-issued consumer requests and manage a variety of legally sensitive CS workflows.

We are seeking a motivated self-starter who is detail-oriented, has strong judgment, and demonstrates a willingness to get things done. This is a unique opportunity to create impact being part of a fast-paced organization and working on a variety of sensitive issues.

The position is based in Mexico City, MX and reports to the Manager of Investigations & Response (Privacy), who is based in MX. This individual will work in close collaboration with teams such as Customer Service, Privacy Operations, Regulatory Compliance, Product, Engineering and other cross-functional teams to carry out their responsibilities.

Responsibilities:
• Analyze, investigate and accurately handle high-priority Privacy inquiries from consumers, agencies, lawyers, governmental and/or regulatory entities regarding privacy and Netflix's consumer practices and experiences.
• Analyze, detect and summarize complex fact patterns, customer matters/requests and concepts across multiple operational queues, in accordance with applicable laws and our terms of service, while upholding Netflix's strong commitment to our member's experience.
• Interact and partner with various cross-functional stakeholders at Netflix to evaluate and investigate issues while liaisoning on corporate policies.
• Maintain and improve documentation to drive operational improvements
• Use data to understand volume and uncover trends to drive decision-making.

Qualifications:
• 3+ years of experience managing and handling high-volume queues, preferably within Privacy, regulatory compliance and similar industries.
• Strong analytical and critical thinking skills, with the ability to review high-complexity data across multiple tools, connect the dots and identify trends.
• Possess situational awareness to identify and escalate matters that require urgent attention.
• Superior organizational skills, extraordinary attention to detail, and a 'challenge-the-status-quo' mindset that processes can always be improved.
• Self-starter and fast learner who can work independently while using impeccable judgment.
• Ability to adapt to business needs and thrive in a fast-paced environment with shifting priorities, while successfully managing multiple tasks and high-visibility projects with strict deadlines.
• Receptive to and able to appropriately incorporate real-time feedback.
• Excellent written and verbal communication skills in English are mandatory; other languages are a plus.
• Proficiency in Zendesk and/or other Customer Service software.
• Previous direct experience and/or familiarity with Customer Service organizations is a plus.

Jobcode: Reference SBJ-g66b4j-3-129-39-55-42 in your application.