Netflix is one of the world's leading entertainment services, with over 300 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.

Investigations & Response Specialist

Customer Service

Netflix is one of the world's leading entertainment services, with over 300 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.

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 by being part of a fast-paced organization and working on a variety of sensitive issues.

The position is based in São Paulo and reports to the Manager of Investigations & Response in São Paulo. 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 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 as Regulatory 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, including playbooks and operational improvements

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

Qualifications

• 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

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.