About The Company
DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with adaptable work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

For more information, please visit: www.didiglobal.com/news

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'll 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 proce

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