Netflix is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time. As Netflix continues to grow, we are looking for a talented team member to join the Customer Service team as a Specialist on the Investigations & Response team. The Investigations & Response team—in close partnership with Legal and other critical stakeholders—handles and analyzes sensitive inquiries, consumer litigations, and Customer Service escalations with legal and/or reputational risk to protect Netflix’s business and our members' experience . You will be a resource for cross-functional teams on matters related to the Netflix customer experience. While liaising with our Regulatory Compliance and Consumer Protection teams, you will analyze, investigate, and respond to private and government-issued consumer claims and manage a variety of legally sensitive CS workflows. We are seeking a motivated self-starter who is detail-oriented, has strong judgment, and demonstrates a willingness to get things done. This is a unique opportunity to create impact being part of a fast-paced organization and working on a variety of sensitive issues. The position is based in Mexico City, MX, and reports to the Manager of Investigations & Response in California, U.S.A. This individual will work in close collaboration with teams such as Legal, Product, Engineering, Public Policy, and other cross-functional teams to carry out their responsibilities.

Responsibilities

+ Analyze, investigate, and handle high-priority privacy-related inquiries from consumers, agencies, lawyers, governmental or regulatory entities, and other online portals regarding consumer practices and experiences. + Ensure compliance with applicable laws and terms of service while upholding a strong commitment to the members’ experience. + Evaluate and investigate issues while liaising on corporate policies to prevent compliance issues and reduce potential risks to the brand and reputation. + Comply with legal and high-risk customer service requests within legal deadlines. + Manage relationships with external vendors, ensuring compliance with privacy standards. + Provide training and calibration sessions with external vendors to ensure alignment with privacy standards and practices. + Build and nurture relationships with internal stakeholders to promote privacy awareness and collaboration. + Facilitate communication and coordination between the privacy team and internal/external partners. + Leverage data analysis to identify patterns and uncover trends, supporting the development of effective decision-making and handling strategies. + Stay informed about the latest privacy regulations and industry best practices. + Continuously evaluate privacy workflows and tools to identify opportunities for automation, scalability, and efficiency.

Qualifications

+ 3+ years of experience managing and handling high-volume queues, preferably within data protection, regulatory compliance, and similar industries. + Strong analytical and critical thinking skills, with the ability to review high-complexity data across multiple tools, connect the dots, and identify trends. + Possess situational awareness to identify and escalate matters that require urgent attention. + Great organizational skills, attention to detail, and a ‘challenge-the-status-quo’ mindset that processes can always be improved. + Self-starter and fast learner who can work independently while using impeccable judgment. + Ability to adapt to business needs and thrive in a fast-paced environment with shifting priorities, while successfully managing multiple tasks and high-visibility projects with strict deadlines. + Receptive to and able to appropriately incorporate real-time feedback. + Excellent written and verbal communication skills in English are mandatory; other languages are a plus. + Proficiency in Zendesk and/or other Customer Service software. + Previous direct experience and/or familiarity with Customer Service organizations is a plus. We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status. Inclusion (https://about.netflix.com/en/inclusion) is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner. We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.