Customer Experience Tech Tier

Job Description

Customer Experience Tech Tier III (Premier Advanced Support)

The CX Tech Tier III Premier Advanced Support is a key member of the Global Customer Experience (CX) Strategy & Ops team. A subject matter expert over all WBD's products/services, they provide VIP, and support for highly sensitive and complex issues that require a higher level of care and cannot be resolved by our support groups.
This individual is a core contributor within the Advanced Support Team who collaborates cross-functionally and at various altitudes to ensure issues are surfaced, triaged, and tracked until a resolution is achieved.
Your Role Accountabilities:
• Serve as the primary escalation point for our most sensitive support requests and support our internal VIPs and Executives
• Partner closely with internal stakeholder teams (including Finance, Tech, Comms, Legal) to investigate, document, and respond to special handle requests
• Function as a subject matter expert over all WBD products/services and maintain current knowledge over all responsibilities and SOPs maintained by the Advanced Support teams
• Identify and deliver creative workarounds and support recommendations for issues that cannot be resolved
• Responsible for reproducing, confirming, and documenting new issues
• Responsible for escalating business side issues to appropriate extended teams for resolution, while delivering a positive customer experience
• Coach, mentor, and assist partner support teams when needed across all current or future engagement/communication channels
• Participate in an on-call or flex schedule rotation to provide alternate hours, weekend, and/or holiday support coverage when needed
• Participate and contribute to ongoing processes, policies, and standards improvements
• At times collaborate with the global CX team to identify and uphold KPIs for service and operational excellence

Qualifications and Experiences:
• Bachelor´s degree
• 3+ years customer service experience at a comparable B2C brand, preferably in media, entertainment, technology or hospitality and supporting streaming media or equivalent technologies
• Advanced portuguese and english
• Accommodate occasional work schedule changes as needed to support events and premiers occurring outside of regular business hours.
• Familiarity and comfort using consumer streaming devices such as Apple TV, Roku, iOS devices, Android TV/mobile, Fire devices preferred

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, union status, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.
If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

Jobcode: Reference SBJ-5bb4nz-216-73-216-0-42 in your application.