About the role
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.
We want to ensure that nothing gets between our members and their favorite shows, movies, and games. Netflix Customer Service (CS) is here to assist customers when they need help.
The CS Technology team is part of the CS organization and is responsible for ensuring the right CS tools and technologies are in place and well-functioning to support the operation, growth, and scalability of the Customer Service business now and in the future.
Program and CS Tools Support Management (PSM), a key component of the CS Technology team, manages technical issue escalations and champions enhanced reliability for CS tools and technologies. PSM ensures compliance with Netflix's security standards across all CS operations and tooling initiatives. Additionally, it oversees the implementation of Netflix-specific IT at our BPO CS sites and manages user access and system administration for CS-specific workflows for Netflix CS full-time employees (FTEs).
In this role, you will manage the intake, triage, communication, and escalation of all technical issues affecting Customer Support (CS) tools and technologies. You will collaborate closely with PSM Program Managers, CS Product Teams, CS Operations (CXO), Technical Research, and Engineering partners to manage the escalation lifecycle. Additionally, you are responsible for providing administrative support to full-time employees (FTEs) at Netflix for CS Tools user access needs and system configuration support for CS-specific workflows within internal and third-party tools. Your role also includes supporting CXO by providing administrative and IT support during the launch and closure phases of a CS Site, handling IT tooling and access testing, managing access changes, and supporting elevated research for BPO IT issues. This position is crucial for ensuring that operations within the CS framework run smoothly and efficiently, particularly in maintaining and enhancing tool functionality and user experience.
About the company
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.
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