Customer Operations Specialist , you will monitor daily customer incidents, coordinate quick resolutions across internal teams, and escalate critical cases to ensure fast, safe, and accurate responses. You will analyze claim trends, build weekly performance reports, and help strengthen service quality across routes, categories, and business partners. Monitor daily customer comments, incident reports, and operational claims coming from Customer Service channels.

Escalate critical claims immediately—such as safety issues, cancellations, misconduct, or mechanical failures—following established escalation protocols. Provide weekly visibility on key operational metrics including claim volume, types, involved routes, business partners, recurrence, and resolution times Identify trends in claims by route, partner, or category to support improvement strategies. Maintain accurate reporting using Excel and support the development of dashboards as needed.

Bachelor's degree in Business Administration, Customer Experience, Operations Management, Communication, Industrial Engineering, or a related field.



years of experience in customer operations, incident management, service quality, or ticketing environments.

Experience with ticketing systems and incident‐management workflows. Basic understanding of operational KPIs (claim volume, recurrence rate, SLAs, route‐based metrics).

Intermediate

Excel skills and ability to generate structured reports.

Experience working with escalation protocols, safety procedures, or vendor management.

Hybrid work model : We are an office-first company, but we offer flexibility to balance work and life.

Wellbeing support : Access confidential 1:1 counselling, courses, and stress management for yourself and up to four family members.

Learning & Development : Take advantage of language classes, training courses, and expert-led sessions to grow your skills. To view more local benefits specific to each office location, please check out this link: At Flix, you'll find teams that rally together to overcome challenges and spark creativity.

📌 Customer Operations Specialist (Foodservice) (Lerdo)
🏢 Flix
📍 Lerdo