Sr. Specialist, Documentation Customer Advocate
Posted by Western Union • Santa Ana, San José Province, Costa Rica
About the Role
Role Responsibilities
Responsible for producing high‑quality, executive‑ready written content that clearly documents the resolution of highly escalated customer issues. This role transforms complex, sensitive, and technical cases into concise, accurate, and compelling narratives for senior leadership and global partners.
Acting as both a writer and an analyst, the Senior Specialist documents root cause analysis, identifies systemic drivers of escalations, and recommends long‑term solutions to improve customer experience. This role maintains a robust documentation library, drives insight‑led content improvements, and supports global complaint initiatives. With strong product and process expertise, the Senior Specialist ensures every written deliverable is clear, trustworthy, and reflects exceptional customer care.
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