Customer Experience Specialist

Why Sony Interactive Entertainment?

Sony Interactive Entertainment isn’t just the Best Place to Play — it’s also the Best Place to Work. Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. As a subsidiary of Sony Group Corporation, we’re part of a proud legacy of innovation and excellence. SIE is a dynamic technology company, delivering cutting-edge hardware and network services to more than 100 million people and an entertainment leader, home to some of the most beloved and recognizable intellectual properties (IP) in the world. Our role at SIE is to create and nurture the experiences under the PlayStation brand, a name synonymous with entertainment excellence and creativity.

Customer Experience Specialist

Brazil

The Customer Experience Specialist serves as a critical escalation point for regional Executive Escalations and consumer advocacy-related cases. This role requires advanced problem-solving, cross-functional collaboration, and a strong focus on delivering fair, timely, and high-quality resolutions. The specialist also partners with frontline and support teams to provide guidance, share insights, and drive improvements in processes that enhance both the player/customer and agent experience, supporting overall Quality Management System (QMS) objectives.

The Job

Executive Escalations & Case Resolution

• Manage and resolve high-profile regional Executive Escalations with professionalism, empathy, and a customer-first mindset.
• Act as a subject-matter expert and escalation point for cases originating from consumer advocacy teams, ensuring consistent, accurate, and policy-aligned resolutions.
• Partner with Legal, Compliance, and regional leadership teams to address sensitive or complex cases.
• Coordinate the efforts to respond the local customer platforms such as Reclame Aqui, Procon, etc to support better legal cases management
• Coordinate and support the team hired to respond directly the RA platform (Foundever), with extension to managing the contract, reviewing the KPIs, and managing necessary conflicts

Support & Guidance

• Provide real-time support, coaching, and guidance to frontline and support teams handling escalated cases.
• Act as a trusted advisor, helping agents navigate policy interpretation, tone, and resolution strategies.
• Create and share best practices and case-handling frameworks to elevate resolution quality across teams.
• Undertake ad-hoc administrative responsibilities and actively participate in business-driven special projects.
• Occasional travel to contact centres may be required to support training on new processes, products, services, or agent forums.

Process Improvement & QMS Alignment

• Proactively review case handling processes, workflows, and escalation triggers to identify opportunities for improvement.
• Collaborate with cross-functional partners (Operations, Policy, Training, Quality) to design solutions that reduce friction for customers and agents.
• Champion initiatives that directly improve player and agent experiences, aligning with QMS standards and driving measurable quality outcomes.
• Track and analyse escalation trends to recommend actionable solutions and process enhancements.

Collaboration & Reporting

• Maintain strong relationships with internal stakeholders, ensuring alignment on escalation handling and process updates.
• Provide timely feedback and insights to leadership regarding emerging trends, risks, or opportunities.
• Contribute to reporting efforts that demonstrate impact, quality improvements, and customer experience outcomes.

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The Requirements

• Bachelor's degree in business, Communications, or related field (or equivalent work experience).
• Proven experience handling executive or senior-level escalations, ideally in a corporate, consumer advocacy, or customer support environment.
• Strong interpersonal and communication skills, with the ability to manage sensitive cases under pressure.
• Demonstrated ability to analyse complex problems, identify root causes, and recommend scalable solutions.
• Experience contributing to process improvement initiatives and working within a Quality Management System (QMS) framework.
• High degree of empathy, resilience, and professionalism.
• Strong collaboration skills with the ability to influence without authority.

Success in this Role Looks Like

• Timely, fair, and policy-aligned resolutions for high-profile escalations.
• Increased confidence and effectiveness among frontline teams through expert guidance and support.
• Measurable improvements in QMS results, customer satisfaction, and agent experience.
• Reduced escalation volume through proactive process improvements and insights.

Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks.

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Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. 

Sony Interactive Entertainment is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.