Job detail for SUPPORT & AUTOMATION ANALYST (B2B)

At Cabify, we believe a new form of urban mobility is possible. An ecosystem that allows for fewer private cars on the streets, more sustainable vehicles, and more efficient routes.

Cities where streets are designed by and for people, not for cars. Products and services that generate economic, social, and environmental value through sustainable and efficient mobility alternatives.

And it's not just that we believe in it; we work the magic to make it possible. If you share the same purpose with us, keep reading because… This is the place for you!

The Customer Experience & Operations team

We are transforming customer service in Chile: from manual support to a smarter, automated, and data-driven model. In this position, you will focus on our corporate clients (B2B): companies that trust Cabify to move their teams. Even so, the role is designed to work with any audience, so you will also support user and driver-partner service when the business requires it.

Role mission

We are looking for someone who knows support from the inside, understands the commercial impact of a great experience, and has the curiosity to improve it with data and AI. You will resolve cases, understand why our clients contact us, and build solutions that make them stay and grow with us.

• ~50% Case handling and resolution: with a focus on corporate accounts, without losing sight of other audiences.
• ~30% Analysis, quality, and commercial perspective: KPIs, NPS, retention, and opportunities with B2B clients.
• ~20% Automation and AI: prototyping solutions that eliminate repetitive work.

How will you help us achieve our mission?

Handling and resolution

• Assist corporate clients, users, and driver-partners through all our channels: chat, email, social media, and messaging platforms.
• Be the point of contact for resolving B2B account cases: billing, account configuration, travel policies, and escalations.
• Resolve complex cases by investigating background information, systems, and data until finding the solution.
• Meet response SLAs and manage cases in Zendesk, Salesforce, or similar tools.
• Detect situations that could affect the brand's reputation or the relationship with a client in time, and propose preventive actions.

Analysis, quality, and commercial perspective

• Monitor the area's KPIs (NPS, CSAT, response times, contact reasons) and propose action plans when something deviates.
• Analyze the experience of corporate clients to detect churn risks and opportunities for retention or account growth.
• Work alongside the Sales and Account Management teams, sharing support insights that help maintain and develop the portfolio.
• Analyze channels and audiences to understand why they contact us and where the greatest opportunity for improvement lies.
• Audit the service quality of agents serving the Chilean market, ensuring our standards.
• Contribute to the creation and improvement of service protocols and procedures, including those specific to B2B clients.

Automation and AI

• Identify which parts of the service can be automated: chatbots, automated responses, macros, or intelligent ticket classification.
• Prototype those improvements with AI and no-code/low-code tools (n8n, Zapier, Make, prompts for assisted response).
• Work with the Operations, Product, Data, and Sales teams to bring those prototypes to production.

What are we looking for?

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

Mandatory

• Affinity with our principles
• Degree in Commercial Engineering.
• At least 1 year of experience in roles with direct customer contact: customer service, support, sales, account management, professional internship, freelance, or personal projects. It does not need to be in formal CX.
• Comfort in handling cases directly, not just analyzing them.
• Ability to analyze data and draw conclusions from support and business metrics, with good proficiency in Google Sheets.
• Demonstrable interest in AI applied to support: we want to know what you have tried on your own.

Desirable

• Experience serving corporate clients or managing B2B accounts.
• Knowledge of commercial metrics: retention, churn, account profitability.
• Experience with CRMs like Zendesk or Salesforce.
• Experience with no-code/low-code automation tools (n8n, Zapier, Make, or similar).
• Notions of prompt engineering or scripting.
• Knowledge of customer journey maps or design thinking.
• Knowledge of continuous improvement methodologies (Lean, Six Sigma, etc.).

WHAT DO WE OFFER?

Being part of Cabify means joining a team full of talent, where professional growth, flexibility, and an exceptional work environment are guaranteed. Get ready to impact millions of lives with your work and enjoy a journey full of benefits:

• 👨‍⚕️ Agreement plan with dental health centers
• ⭐ Loyalty program based on years of service
• 🏥 Supplementary health insurance and free telemedicine
• 💸 Monthly credit to use on the Cabify App
• 🖥️ Work equipment to develop all your talent
• 🏢 Hybrid model: combine remote work days with office presence to connect with your team

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!