About Us: Do you want to change the world? That is exactly what we do at Cabify. We work to make cities better places to live, driving more sustainable and efficient mobility that connects passengers and drivers with just the push of a button. Perhaps one day cities won't need private cars, but until then… there is much to be done. Will you join the journey?
👉About your team: You will be part of the global Customer Excellence team within the Customer Operations area. Our mission is to design customer service for all audiences (passengers, drivers, companies, and fleets). We are responsible for defining and updating service models and macro-operational workflows at every touchpoint of the customer journey, empowering local areas to ensure that the quality provided is distinctive, efficient, and directly impacts the company's value proposition.
🎯 Role Mission: As a Customer Experience Excellence Specialist, you will be key in defining and evolving Cabify's customer service model. Your mission will be to ensure the consistency, scalability, and correct implementation of this model across all touchpoints, driving operational efficiency, service quality, and intelligent automation through a strategic and data-driven vision.
🛠️ How will you help us achieve our mission?:
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You will define, evolve, and ensure the correct implementation of the customer service model and policies across all touchpoints, markets, and audiences, guaranteeing a distinctive experience.
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You will lead strategic Customer Experience Excellence (CEX) projects, effectively coordinating multidisciplinary teams from Product, Operations, Contact Center, and Technology.
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You will identify and develop innovative use cases for automation and Artificial Intelligence (AI), optimizing existing solutions to reduce contacts and improve the experience of those using the platform.
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You will analyze key KPIs for efficiency, automation, contact resolution, quality, and experience, transforming insights into concrete and quantifiable improvements for our processes.
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You will act as a strategic bridge between the global vision and local execution, functionally coordinating the people in charge of CEX analysis and ensuring a cross-functional view of the service model.
🔍 What we are looking for:
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Affinity with our principles of sustainability and urban innovation.
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Demonstrable experience in designing, implementing, and evolving customer service or Customer Operations models in high-volume, multichannel environments.
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Solid experience in strategic project management, with the ability to lead complex initiatives and coordinate cross-functional teams.
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Advanced analytical skills and data orientation, with proficiency in analysis tools (e.g., SQL, Power BI, Tableau) to identify patterns, problems, and opportunities.
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Practical experience and a strong interest in the application of Artificial Intelligence and automation (chatbots, RPA, machine learning) to optimize CX processes.
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Excellent communication, influence, and negotiation skills to generate alignment and consensus among diverse stakeholders.
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Proven ability for structured problem-solving, designing efficient, simple, and scalable solutions that positively impact experience and operational efficiency.
👀 Why Cabify is your best option:
We want you to feel part of this journey as we build a more sustainable and efficient future of mobility. If you join Cabify, you will find a dynamic work environment, full of challenges and opportunities to grow professionally, alongside a team that shares your passion for excellence and innovation:
📝 Permanent contract from day one.
🌍 Flexible hours: flexible margin for start and end times so you can organize yourself at your own pace.
💸 Monthly credit in the Cabify App.
👩🏽🎓 Annual budget for training and personal development programs.
💰 Flexible compensation plans for restaurant tickets, transport, health insurance, and daycare.
🎟️ Discounts at various restaurants, shops, and gyms.
🐶 Pet-friendly office (with a pet room so you don't have to leave your furry friend at home).
🖥️ Complete work equipment (you just need to bring your talent).
🍇 Excellent work environment: spaces with fresh fruit, free coffee, and fun events with the whole 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!