Job detail for CX Support and Automation Analyst

WHY CABIFY?

At Cabify, we believe a new form of urban mobility is possible. An ecosystem that allows us to have fewer private cars on the streets, more sustainable vehicles, and more efficient routes. We imagine cities where streets are designed by and for people, not for cars. Through sustainable and efficient mobility products and services, we generate economic, social, and environmental value. If you share this purpose with us and are passionate about transforming the experience of our users and driver partners, this is the place for you!

YOUR TEAM

In Operations, we ensure that the Cabify service runs efficiently and with the highest quality in all our markets. We manage driver supply, user demand, and the overall service experience in each city. We are a team focused on constant innovation, using data and technology to optimize every interaction and ensure that every trip is exceptional. We are transforming customer support in Chile: from manual support to a smarter, automated, and data-driven model.

YOUR MISSION

As a CX Support and Automation Analyst, your mission will be to revolutionize the experience of our users and driver partners in Chile. Through data analysis, intelligent automation, and the resolution of complex cases, you will transform our support to make it more efficient, proactive, and people-centered. We are looking for someone who knows support from the inside and has the curiosity to improve it with data and AI. You will resolve cases for users and driver partners, understand why they contact us, and build solutions so that they need to contact us less and less.

HOW WILL YOU HELP US ACHIEVE OUR MISSION?

• You will resolve complex cases and escalations from users and driver partners, investigating thoroughly within our systems and data to find definitive solutions and ensure satisfaction.
• You will analyze contact data to identify patterns, root causes, and opportunities for improvement, transforming recurring problems into scalable solutions.
• You will design and prototype automation solutions using no-code/low-code tools (such as n8n, Zapier, Make) and Artificial Intelligence to reduce the volume of repetitive cases.
• You will monitor and optimize Customer Experience KPIs (NPS, CSAT, response times), proposing and implementing action plans when you detect deviations.
• You will actively collaborate with Product and Data teams to take your automation prototypes to production, ensuring their integration and scalability on our platform.

WHAT ARE WE LOOKING FOR?

We value your curiosity, your initiative, and your desire to transform the customer experience through technology. If you are passionate about solving problems and building solutions, we want you on the team!

• Affinity with our principles
• Demonstrable experience of at least 1 year in roles with direct contact with customers or users.
• Advanced ability to analyze data, draw conclusions, and present insights with tools like Google Sheets or Excel, interpreting key CX metrics.
• Genuine interest and practical experience with no-code/low-code automation tools (n8n, Zapier, Make, or similar) and/or the application of AI in support.
• Proactivity in identifying friction points in support processes and proposing innovative solutions that generate a real impact.
• Knowledge of support CRMs (Zendesk, Salesforce) and familiarity with continuous improvement methodologies (Lean, Six Sigma).

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

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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!

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