DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

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Imagine being the person who turns a detractor customer into a loyal DiDi Card/DiDi Préstamos user. As a member of our User Experience Operations team, you aren't just support but the bridge between our business goals and real human needs. You’ll dive deep into the complex edge cases that confuse users, figure out why they happen, and create the game plan (SOPs) to fix them. But you won't stop there. You’ll take those insights straight to our business and product team, acting as the advocate for design changes that make DiDi Card experience better for everyone.

In this role, you’ll be the ultimate user advocate:

• Own the hard stuff: Step in when the frontline team hits a wall. You’ll handle the most complex and escalated issues, the ones with no easy answer, and coordinate across the business to find a resolution that feels fair and human.


• Close the feedback loop: You won’t just solve cases; you’ll study them. By reviewing escalation data, you’ll spot the patterns that point to bigger problems and partner with our business and product team to suggest User Experience improvements that prevent the issue from happening again.


• Level up the frontline: Share your knowledge with our frontline agents. You’ll coach them on how to handle tricky situations, help build a smarter knowledge base, and run training sessions that actually make them better at their interactions with our users.


• Drive quality: You are the quality. Ensure every escalation ticket is accurate and efficiently resolved, while constantly looking for ways to optimize our service strategy based on real user feedback.

We’re looking for future Fintech leaders, not just people who check boxes.

Here is our wishlist:

• You're a recent grad or junior talent (0-2 years experience) with a degree in a quantitative or business field (Econ, Math, Admin, Marketing, etc.).


• You are curious about the "money world". Experience in Banking, Insurance, or Loans is cool, but a genuine interest in Fintech is what we really need.


• You're a Spreadsheet native. You know your way around Excel/Google Sheets (Intermediate+) and can handle data without too much hassle. CRM knowledge? Send your resume to the front of the line.


• You're based in CDMX and ready for a hybrid work scheme: 3 days in our Reforma 509 office, 2 days WFH.


• You speak Spanish and ideally, you can handle yourself in English (to collaborate with our global teams).

• We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms