Experienced Full Stack Software Engineer – Web & Cloud Application Development for Netflix Customer Support Operations

Join the Netflix Team: Revolutionizing Entertainment with Exceptional Customer Support

At Netflix, we're on a mission to revolutionize the way people enjoy entertainment. With a commitment to excellence, simplicity, and customer satisfaction, we're seeking talented professionals to join our global customer support team. As a leader in the streaming industry, we're dedicated to providing an exceptional experience for our subscribers, and we need your expertise to help us achieve this goal.

About the Role: Customer Support Content Method Team

We're looking for an experienced software manager to lead our customer service content method team in Mexico City, Mexico. As a key member of our global customer support organization, you'll be responsible for driving the development and management of support content for our clients and customer support agents. Your goal will be to improve the performance and effectiveness of our support content, working closely with cross-functional partners to ensure seamless execution and timely delivery.

Key Responsibilities:

• Lead the customer service content method team to develop and manage support content for clients and customer support agents
• Drive projects to improve the performance and effectiveness of support content, collaborating with cross-functional partners
• Ensure timely delivery of projects, meeting deadlines and stakeholder expectations
• Develop and maintain strong relationships with stakeholders, including customer support agents and content creators
• Analyze data and metrics to inform content strategy and optimization
• Stay up-to-date with industry trends and best practices in customer support and content management

Essential Qualifications:

• Bachelor's degree in a related field (e.g., communications, computer science, or business administration)
• 3+ years of experience in a related field, such as project management, content development, or customer support
• Excellent writing, editing, and communication skills
• Experience managing complex projects across multiple teams
• Customer support and/or editorial experience a plus

Preferred Qualifications:

• PMP certification
• Experience working in a fast-paced, dynamic environment
• Strong problem-solving and analytical skills
• Excellent interpersonal and communication skills
• Ability to work independently and as part of a team
• Adaptability and flexibility in a rapidly changing environment

Skills and Competencies:

To succeed in this role, you'll need to possess a range of skills and competencies, including:

• Communication skills: Clear and effective communication, both written and verbal, is essential for success in this role
• Empathy: The ability to understand and relate to customer emotions and concerns is critical for building rapport and trust
• Patience: Remaining patient and calm in challenging situations is vital for providing exceptional customer support
• Problem-solving: The ability to analyze problems, identify solutions, and develop workarounds is essential for resolving customer issues
• Product knowledge: A thorough understanding of Netflix's products, services, and features is crucial for providing accurate information and troubleshooting effectively
• Active listening: Paying close attention to customer concerns, asking clarifying questions, and addressing specific issues demonstrates that you value their input and are committed to helping
• Time management: Effective time management ensures that customers receive timely responses and resolutions
• Technical aptitude: Familiarity with technical aspects of Netflix's services and products is necessary for troubleshooting and resolving technical issues

Career Growth Opportunities and Learning Benefits:

At Netflix, we're committed to the growth and development of our employees. As a member of our customer support team, you'll have access to:

• Training and development programs to enhance your skills and knowledge
• Career growth opportunities, including promotions and lateral moves
• Collaborative and dynamic work environment
• Flexible work arrangements, including remote work options
• Competitive compensation and benefits package

Work Environment and Company Culture:

Our work environment is collaborative, dynamic, and inclusive. We value diversity, equity, and inclusion, and strive to create a workplace where everyone feels welcome and empowered to contribute. Our company culture is built on:

• Excellence: We're committed to delivering exceptional results and exceeding customer expectations
• Simplicity: We strive to simplify processes and eliminate unnecessary complexity
• Respect: We treat each other with respect, empathy, and kindness
• Innovation: We encourage experimentation, learning, and innovation

Compensation, Perks, and Benefits:

We offer a competitive compensation package, including:

• Competitive salary ($20-$30/hour)
• Comprehensive benefits package, including medical, dental, and vision coverage
• Retirement savings plan
• Paid time off (PTO)
• Flexible work arrangements
• Employee discounts on Netflix services

Conclusion:

If you're passionate about delivering exceptional customer support and have a passion for innovation, we want to hear from you. Join our team and become a part of our mission to revolutionize the entertainment industry. Apply now and let's discuss how you can contribute to our success story.