**_Welcome to Warner Bros.
Discoverythe stuff dreams are made of._**
**Who We Are**
When we say, "the stuff dreams are made of," we're not just referring to the world 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
From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves.
Here you are supported, here you are celebrated, here you can thrive.
**Your New Role**:
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
- 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 general 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
**How We Get Things Done**
**Championing Inclusion at WBD

📌 Cx Tech Tier Iii Premier Advanced Support (Xico)
🏢 WARNER BROS. DISCOVERY
📍 Xico