About the team/role:
The Social Media CX team is a critical extension of CX Operations, managing customer interactions in high-visibility channels where speed, accuracy, and consistency are key. In this role, you’ll own end-to-end Social Media CX process optimization, focusing on operational response flows, scripts, and playbooks to ensure timely and compliant customer support. We’re looking for a structured, analytical, and execution-focused professional who enjoys improving operational performance while working closely with CX Operations, QA, Risk, and other internal teams.

In this role you will be:
- Own Social Media CX operational processes end-to-end, from response flows to continuous optimization
- .Design and maintain CX-focused scripts and playbooks adapted to social media channels
- .Drive operational consistency and efficiency across public and private social media interactions
- .Support critical and sensitive cases through clear operational escalation and resolution processes




- .Improve SLA and response-time performance through process analysis and optimization
- .Identify operational root causes behind social media inflow and recurring issues
- .Provide visibility to stakeholders on operational performance, trends, and risks
- .Communicate effectively in English with regional or integral stakeholders when required

.
We are eager to be in touch with you because you have.
- ..Experience in Social Media Customer Suppor
- t.Strong background in process design, documentation, and operational optimizatio
- n.Experience working with SLAs, response times, and operational quality metric
- s.Proven ability to collaborate with cross-functional operational team
- s.Working knowledge of basic project management (planning, tracking, follow-ups
- ).Business-level English, able to work with internal and regional stakeholder
- s.Familiarity with social care tools used for CX operations (e.g., Sprinklr or similar

).

📌 CX Analyst Social Media (México)
🏢 Didi
📍 México