Netflix Investigations & Response Specialist 

Brazil, São Paulo, São Paulo 

784424343

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.

The position is based in São Pauloand reports to the Manager of Investigations & Response in São Paulo.

• Analyze, investigate, and accurately handle high-priority inquiries from consumers, agencies, lawyers, governmental and/or regulatory entities, or other online portals regarding Netflix’s consumer practices and experiences

• Act as the subject matter expert for consumer claims investigations in the LATAM region, providing guidance and insights on local consumer protection regulations and practices

• Analyze, detect, and summarize complex fact patterns, customer matters, and concepts across multiple operational queues

• Ensure compliance with applicable laws and terms of service while upholding Netflix’s strong commitment to the members’ experience

• Conduct research and extract member data to craft legally sensitive documents.

• Comply with legal and high-risk customer service requests within legal deadlines

• Triage complex issues and articulate recommended solutions concisely and succinctly.

• Interact and partner with various cross-functional stakeholders such asRegulatory Compliance, Consumer Protection, and Privacy Legal teams

• Liaise with LATAM consumer protection agencies and regulatory bodies as needed, ensuring timely and accurate responses in Spanish

• Evaluate and investigate issues while liaising on corporate policies to prevent compliance issues and reduce potential risks to the Netflix brand and reputation

• Maintain and improve documentation to drive operational improvements

• Ensure that processes are updated and efficient

• Use data to understand volume and uncover trends to drive decision-making

• Analyze data to identify patterns and make informed recommendations for response and/handling strategies

• Partners with External Partner team(s) on workflow ownership, includingplaybooks and operational improvements

• Collect feedback, identify trends, and implement growth opportunities for the External Partner team(s)

• 3+ years of experience managing and handling high-volume queues, preferably within data protection, regulatory compliance, and similar industries

• Demonstrated expertise in consumer protection regulations, practices, and handling consumer claims within the LATAM region

• Excellent written and verbal communication skills in English, Portuguese (Brazil), and Spanish (Latam)

• 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

• A strong understanding of legal processes and compliance regulations

• Superior organizational skills, extraordinary 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

• Proficiency in Zendesk and/or other Customer Service software ticketing systems.

• Previous direct experience and/or familiarity with Customer Service organizations is a plus