Customer Experience Tech Tier III (Premier Advanced Support)
Customer Experience Tech Tier III (Premier Advanced Support)
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Salary Not Disclosed
1 Vacancy
Job Description
Welcome to Warner Bros. Discovery the stuff dreams are made of.
Who We Are
When we say the stuff dreams are made of were not just referring to the world of wizards dragons and superheroes or even to the wonders of Planet Earth. Behind WBDs 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 whats 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:
The CX Tech Tier III Premier Advanced Support is a key member of the Global Customer Experience (CX) Strategy & Ops team. A subject matter expert over all WBDs products/services they provide VIP and support for highly sensitive and complex issues that require a higher level of care and cannot be resolved by our support groups.
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
Function as a subject matter expert over all WBD products/services and maintain current knowledge over all responsibilities and SOPs maintained by the Advanced Support teams
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 global CX team to identify and uphold KPIs for service and operational excellence
Qualifications and Experiences:
Bachelors 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
This last bit is probably the most important! Here at WBD our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.
Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit regardless of sex gender identity ethnicity union status age sexual orientation religion or belief marital status pregnancy parenthood disability or any other category protected by law.If youre a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process please visit our accessibility page for instructions to submit your request.
Employment Type
Full-Time
