At Flix, we offer a dynamic work environment with competitive pay, strong growth opportunities, and a tech-driven approach to making travel more accessible, sustainable, and affordable.
As a 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.
About the Role
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- Monitor daily customer comments, incident reports, and operational claims coming from Customer Service channels.
- Categorize, prioritize, and track each case until it is fully resolved.
- Coordinate with internal departments to validate information, obtain corrective actions, and ensure timely resolution.
- 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.
About You
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- Bachelor’s degree in Business Administration, Customer Experience, Operations Management, Communication, Industrial Engineering, or a related field.
- 2-3 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.
- Strong communication, prioritization, empathy, analytical thinking, and attention to detail.
- Exper
📌 Customer Operations Specialist (Celaya)
🏢 Flix
📍 Celaya