Job detail for Customer Support Analyst - Operations

WHY CABIFY?

At Cabify, we believe a new form of urban mobility is possible: one that is more efficient, sustainable, and people-centered. We want to transform cities, and to achieve this, we need talent like you who dares to think big and build the future with us. If you are passionate about the impact you can make and are looking for a place where your work drives real change, this is the place for you!

The Customer Experience & Operations team

You will be part of a dynamic team in the midst of a transformation, taking customer service toward a smarter, automated, and data-driven model — with managers, specialists, and analysts to support you along the way.

How will you help us achieve our mission?

• High service orientation and customer interaction.
• Provide support to users and partners through all available channels (chat, email, social media, and messaging platforms).
• Be the guardian of NPS.
• Identify and propose automation opportunities in support flows (chatbots, automated responses, intelligent ticket classification, macros), participating in their design and implementation alongside AI tools.
• Prototype improvements using AI and no-code/low-code tools (conversational flows, automations with n8n, Zapier or Make, prompts for classification or assisted response).
• Continuously review and analyze contact channels and different audiences to define improvement plans and CX strategy based on data.
• Monitor and analyze area KPIs, establishing action plans to improve or maintain service levels, identifying where automation can generate the greatest impact.
• Conduct constant audits of market agents to ensure quality standards.
• Maintain the SLAs for response established by the company.
• Manage CRM tools and support platforms (Zendesk, Salesforce, or similar) for efficient case tracking.
• Provide input for the creation and improvement of protocols, procedures, and automated support flows.
• Work together with operations, product, and data teams, contributing an innovative perspective to the company's growth.
• Analyze cases in depth, investigating backgrounds, systems, and data to find effective solutions — and systematize them whenever possible.
• Anticipate situations that could impact the brand's reputation, proposing preventive and, where applicable, automated actions.

What are we looking for?

Lots of initiative, a disruptive mindset, and a genuine passion for the customer and technology: we value your curiosity and desire to propose ideas more than years of accumulated experience.

• Affinity with our principles
• At least 1 year of experience in roles involving customer/user contact, problem-solving, or data analysis.
• Interest and/or experience using AI tools applied to customer support.
• Proficiency in Google Workspace tools.
• Knowledge or experience with CRM tools (Zendesk, Salesforce, or similar).
• Ability to analyze data and detect needs based on support metrics.
• Mastery of or interest in customer service techniques for complex cases and crisis management: customer journey maps, design thinking.
• Ability to work in high-speed environments, with a focus on detail and a desire to try new things. Desirable (not mandatory)
• Experience with no-code/low-code automation tools (n8n or similar).
• Notions of scripting or prompt engineering.
• Knowledge of continuous improvement methodologies (Lean, Six Sigma, etc.).

What do we offer?

• 🔋Recharge Day
• 🌍Hybrid work model
• ⭐Loyalty program based on years of service
• 🏥Supplementary health insurance and free telemedicine
• 💸Monthly credit to use on our Cabify App
• 🎉Fun events to enjoy with your team
• 🖥️ Work equipment to help you develop all your talent

We are a team full of happy and motivated people. Flexibility, a great atmosphere, growth, and impact are guaranteed! Cabify comes loaded with benefits for you to enjoy on your journey with us:

Cabify is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all people, regardless of their background, gender, religion, orientation, age, or ability. Join us!