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.
About the Role- Serve as the primary point of contact for users seeking technical assistance
- Responsible for learning how users experience technology through investigation, documentation, and categorization of interactions with a focus on trends and contact reasoning
- Prioritize managing technical issues, triage/research bugs, be a part of incident/outage management workflows, escalate issues to appropriate partner groups, and develop/sustain robust documentation to create a positive knowledge base experience
- Recognize and connect patterns in how users experience technology across 1st and 3rd party technologies by composing bug reports when needed
- Recommend and/or implement experience improvements, make feature requests, bring to attention opportunities to create self-service solutions, as well as productivity enhancements
- Identify and link Zendesk tickets that show a pattern of behavior/user friction, curate the stories of the patterns, and maintain the health of the User Experience Jira space
- Ensure that our users interact with us at the highest quality technical support partnership while engaging in our organization's strategy to learn from user experience
- Actively participate and contribute to efforts designed to improve how users experience both technology and support at/or working with Netflix
- Engage and work with our global team as part of an overall user journey experience team, gathering important information, data, and context to bridge the user experience and partner teams, using compassionate and thoughtful feedback/ideas
- Work to ensure Netflix’s commitment to fostering an inclusive environment is demonstrated in every facet of our efforts
- Create an inspiring, empowering, collaborative, and supportive team environment, leading by example and flexing to roll up your sleeves and support the team as needed
- Flexibility in working hours to help meet the needs of the business
- Critical thinking skills to troubleshoot, research, and diagnose complicated technical issues by utilizing available systems and tools
- Robust documentation mindset, translating the information into knowledge-base articles and/or user stories
- Able to proactively seek out opportunities to improve our user experiences and deliver cohesive ideas around innovative support strategies and application design considerations
- Strong communication skills with demonstrated ability to engage with users through various ingestion points and communication platforms; including the ability for direct (virtual) interaction with stakeholders as part of your investigation around a particular technology friction and the user experience
- Consistently developing your skill set while seeking out opportunities to learn
- Collaborative through listening, seeking to understand, and supporting
- Fluency in English (business level)
- Must be amenable to work on a hybrid setup (at least twice a week in our Makati office)
- Must be open to a 24/7 operations schedule (incl. evening shift, as needed)
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.
Skills Required
- Fluency in English (business level)
- Amenable to hybrid setup (at least twice a week in Makati office)
- Open to 24/7 operations schedule including evening shifts as needed
- Critical thinking skills to troubleshoot, research, and diagnose technical issues
- Robust documentation mindset; create knowledge-base articles and user stories
- Strong communication skills for virtual interaction with stakeholders and users
- Ability to proactively recommend and implement user experience improvements
- Collaborative approach with listening and supporting teammates
- Experience using Zendesk
- Experience using Jira and maintaining User Experience Jira spaces
Netflix Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Netflix and has not been reviewed or approved by Netflix.
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Fair & Transparent Compensation — Compensation is positioned as “personal top of market” with regular recalibration and broad posted ranges for senior roles that signal the philosophy. The cash‑forward structure and clearly described pay‑mix choices help set expectations on how pay is determined.
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Equity Value & Accessibility — Employees can choose the mix of cash versus fully vested 10‑year stock options, with grants structured to be retained even after departure. This employee‑directed design increases accessibility and control over equity participation.
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Healthcare Strength — Health coverage is described as comprehensive across medical, dental, vision, and mental health, with employer funding designed to offset premiums. Additional resources like counseling/coaching and wellness support reinforce breadth in care access.
Netflix Insights
What We Do
Netflix is the world's leading streaming entertainment service with 209 million paid memberships in over 190 countries enjoying TV series, documentaries and feature films across a wide variety of genres and languages. Members can watch as much as they want, anytime, anywhere, on any internet-connected screen. Members can play, pause and resume watching, all without commercials or commitments.
