Customer Operations Specialist (m/f/d)
City: Mexico City
Department: Operations
Recruiter: Olami Rivera
At Flix, we offer a dynamic work environment with competitive pay, strong growth opportunities, and a tech-driven approach to making travel more accessible, sustainable, and affordable.
As a Customer Operations Specialist, you will monitor daily customer incidents, coordinate quick resolutions across internal teams, and escalate critical cases to ensure fast, safe, and accurate responses. You will analyze claim trends, build weekly performance reports, and help strengthen service quality across routes, categories, and business partners.
About the Role
- Monitor daily customer comments, incident reports, and operational claims coming from Customer Service channels.
- Categorize, prioritize, and track each case until it is fully resolved.
- Coordinate with internal departments to validate information, obtain corrective actions, and ensure timely resolution.
- Escalate critical claims immediately—such as safety issues, cancellations, misconduct, or mechanical failures—following established escalation protocols.
- Provide weekly visibility on key operational metrics including claim volume, types, involved routes, business partners, recurrence, and resolution times
- Identify trends in claims by route, partner, or category to support improvement strategies.
- Maintain accurate reporting using Excel and support the development of dashboards as needed.
About You
- Bachelor’s degree in Business Administration, Customer Experience, Operations Management, Communication, Industrial Engineering, or a related field.
- 2-3 years of experience in customer operations, incident management, service quality, or ticketing environments.
- Experience with ticketing systems and incident‑management workflows.
- Basic understanding of operational KPIs (claim volume, recurrence rate, SLAs, route‑based metrics).
- Intermediate Excel skills and ability to generate structured reports.
- Strong communication, prioritization, empathy, analytical thinking, and attention to detail.
- Experience working with escalation protocols, safety procedures, or vendor management.
We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply. We want to hear from you!
What We Offer
- Travel perks: 12 free Flix vouchers + 12 discount vouchers for friends & family.
- Work from (M)Anywhere: Depending on your role, work from another location for up to 60 days per year.
- Hybrid work model: We are an office-first company, but we offer flexibility to balance work and life.
- Wellbeing support: Access confidential 1:1 counselling, courses, and stress management for yourself and up to four family members.
- Learning & Development: Take advantage of language classes, training courses, and expert-led sessions to grow your skills.
- Mentoring Program: Connect with experienced colleagues to gain insights and accelerate your career.
To view more local benefits specific to each office location, please check out this link: Locations - Flix Career
Why Join Flix?
At Flix, you’ll find teams that rally together to overcome challenges and spark creativity. We believe in ownership culture - giving you the freedom to take initiative, make an impact, and shape your own career path.
As we continue to expand across the globe, you can make a real difference in how we work.
If you’re ready to grow and lead your journey, Flix is the place for you!
