Social Media CX Process Optimization Lead

DiDi in Ciudad de México is seeking a professional for the Social Media CX team to own and optimize customer interactions across social media channels. This role focuses on operational processes, response flows, and collaboration with internal teams to enhance performance.

The ideal candidate has experience in social media customer support, strong process design skills, and the ability to communicate effectively in English. A familiarity with social care tools like Sprinklr will be beneficial.