Company Overview

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 versátil 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

Team Overview

The CX Escalation Analyst focuses on delivering exceptional customer service in a challenging and fast-paced environment. The successful candidate will drive a "Customer First" mentality, foster loyalty through personalized service, and ensure operational excellence. The analyst will also play a critical role in continuous improvement efforts, identifying areas for process optimization, and developing strategies to improve service, efficiency, and performance. The ideal candidate must be organized, detail-oriented, adaptable to change, and possess strong communication skills. Additionally, they must be capable of managing time efficiently while handling multiple tasks,



with a problem-solving mindset that includes conducting root cause analysis and driving process optimizations.

Role Responsibilities

- Playing a key role in projects within a functional CX area.
- Bringing expertise to their CX area and can execute complex tasks efficiently, with limited guidance.
- Suggesting process improvements and playing a role in refining current playbooks.
- In some circumstances, you may lead operational teams under the guidance of senior members.

Role Qualifications

Required Qualifications

Years of Experience

- Minimum of 1-2 years of experience in service delivery, in-house operations, or BPO environments, with exposure to process improvement, data analysis, and incident management.

Education

- Bachelor's Degree in a business-related field or equivalent experience.

Soft Skills

- Strong Communication: Able to converse effectively and naturally with fintech users to deepen client relationships and drive satisfaction.
- Resilience: Efficiently manage customer interactions while balancing metrics and remaining positive under pressure.
- Problem-Solving: Identify moderate to complex problems, conduct root cause analysis, and offer practical solutions.
- Adaptability: Flexible to changing processes, tools, and operational dynamics.




- Accountability: Self-directed, motivated, and capable of meeting goals with minimal supervision.

Stakeholders management

- Begin understanding stakeholder management concepts.
- Execute basic communication with stakeholders and supervisors.
- Escalate stakeholder issues appropriately.

Leadership

- Demonstrate commitment to personal growth by seeking learning opportunities.
- Show strong self-discipline and time management skills.
- Be proactive in seeking feedback and guidance.

Communication

- Clear communication in daily tasks and meetings.
- Active listening and ability to seek clarification.

Hard Skills

- Data Analysis Proficiency: Ability to analyze moderate to complex data sets and create performance reports (Excel, Google Sheets).
- CRM/BPO Management Tools: Familiarity with BPO management platforms and customer service systems.

Data analysis & problem-solving

- Identify and define moderate problems within tasks.
- Analyze data and apply logic to resolve issues.
- Use problem-solving techniques and tools (e.g., Excel) to address challenges.
- Seek guidance for more complex scenarios and escalation when necessary.

Project management

- Start utilizing project management tools.
- Contribute to creating project plans and tracking progress.
- Understand basic risk management and issue identification.

Understand the Business & Create User Value

- Show knowledge of products, services, and their value propositions.
- Understand CX metrics and contribute to improving user experiences.
- Participate in business improvement tasks, aimin

📌 CX Escalation Analyst (Ciudad de México)
🏢 Didi Global
📍 Ciudad de México