Lead, CX Tech

Who We Are...

When we say, "the stuff dreams are made of," we're not just referring to our worlds of wizards, dragons, and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands are the storytellers bringing our characters to life, the creators bringing them to your living rooms, and the dreamers creating what's next...

Join a global Customer Experience team that's reimagining how we support fans across the U.S.-and around the world. Based in our vibrant Mexico City hub, this role is your opportunity to make a real impact, helping customers enjoy every moment across our various platforms and products with support that's fast, thoughtful, and human. If you're passionate about solving problems, continuously improving experiences, and being part of something bigger, we'd love to meet you.

The Role

The Team Lead will be responsible for resolving escalated interactions with our digital consumers, troubleshooting issues, researching potential bugs, and working closely with other team members to ensure errors are reported, prioritized, and resolved. The Team Lead will also be responsible for first level coaching and support of our front-line team members. He or she must have strong interpersonal, customer service, and communication skills and have the capacity to respond to requests with varying degrees of complexity in a short amount of time. Must be a quick learner and nimble with a strong ability to multitask and must be familiar with digital apps and connected devices such as Roku, Apple TV, and Smart TVs. This position will be remote and report to the Supervisor of Customer Experience.

Language Requirement:

The ability to speak, read, and write fluently in English

The ability to speak, read, and write fluently in Spanish is a plus

Work Schedule:

Note: A flexible schedule is needed to occasionally accommodate business needs and support events occurring outside of your regular schedule.

Expected Shift: 1p-10p Tues - Sat CST

Responsibilities

• Interact daily with customers via email, chat, app stores, social platforms, and other forms of communication ensuring the customer's inquiry is responded to and resolved within SLA and target goals
• Act as team lead to escalate high-priority issues to internal business partners
• Act as POC for team members and internal stakeholders during hours and times when the Specialist or Manager is not scheduled
• Deliver world-class, proactive customer service to internal and external stakeholders
• Showcase advanced analytical skills to identify, gather, and organize information as it pertains to apps and web platforms
• Participate in and facilitate special projects as required
• Attend assigned task force meetings and report status updates to leadership
• Generate strategies for identifying and onboarding new digital workflows
• Identify and champion strategic cross-platform ideas on a proactive basis and in response to client requests
• Be accountable for service-level agreements
• Assist with employee training in the operation of equipment and in established processes

Requirements

• Bachelor's degree or equivalent customer service leadership experience
• Knowledge of mobile apps, connected devices, and TVE technology
• Experience with Zendesk is preferred
• Proficiency with Office Suite and demonstrated competency in learning new software
• Strong technical skills and ability to type at least 45 words per minute
• Capability of crafting consumer-facing communications in an adept way to resolve issues and maintain consistent branded voice
• Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable
• Ability to independently multitask and manage a varied portfolio of projects with unique needs in a deadline-driven environment that requires a high degree of accuracy and attention to detail
• Strong analytical and critical thinking skills
• Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization
• Commitment to teamwork through relationship-building, reliability, trust, and collaboration

How We Get Things Done...

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

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.