Role responsibilities

- Resolve complex and escalated (Level 2) customer and store inquiries across phone, email, chat, and social media channels for U.S. and Canadian operations.

- Handle high-impact and sensitive cases, including claims, refund requests, invoice-related inquiries, gift card issues.

- Provide dedicated support for stores and customers, ensuring accurate and brand-aligned communication.

- Ensure strict SLA compliance, including rapid response and timely resolution of escalated issues.

- Perform advanced troubleshooting and root cause analysis, leveraging systems and knowledge base content to resolve complex cases.

- Act as an escalation layer beyond L1, managing issues that require deeper analysis and decision-making.

- Collaborate with supervisors and managers to manage escalations and ensure proper case resolution; limited interaction with district managers.

- Support multi-channel operations, including: phone (Genesys), Social media (high-priority channel), case management systems (Salesforce).

- Track, document, and monitor escalated cases,



ensuring full traceability and accurate resolution.

- Identify trends and recurring issues, providing insights and feedback to improve processes and customer experience.

- Leverage digital analytics and performance data to improve SLA performance and overall customer experience.

- Collaborate with cross-functional teams (IT, Marketing, Customer Service) to resolve issues, align processes, and enhance end-to-end customer support.

Profile

- Bachelor’s degree in Business, Marketing, Communications, or related field.

- 3+ years of experience in customer service, customer relations, or reputation management.

- Experience handling escalated or complex customer cases.

- Exposure to call center operations, SLA management, and multi-channel support.

- Ability to manage complex and high-pressure customer interactions.

- Experience with customer service tools (e.g., Salesforce, Genesys) is a plus

- Advanced English Proficiency (C1)

📌 Customer Care Analyst (Ciudad de México)
🏢 HAYS
📍 Ciudad de México