Do you want to change the world? That's what we do at Cabify. Our goal is to make cities better places to live by improving the mobility of the people who live in them, connecting passengers and drivers with just a tap of a button. One day cities may be places where no one needs a private car, but we still have a long way to go… will you join us?
In the Customer Experience and Operations team, we are looking for the right person to join us as a Customer Support Analyst.
You will be part of Customers Operations, a fantastic, experienced, and professional team that works to position the Cabify brand with energy, optimism, and passion. The Customers Operations area is perhaps the most cross-functional area at Cabify, having to work with all departments, which guarantees plenty of learning, challenges, and fun.
Job Mission:
Your mission is to identify, design, govern, and automate customer service flows and transactional processes. Your central objective is not limited to scalability but fundamentally seeks to improve the customer experience, drastically reducing response times and eliminating errors derived from manual execution in processes.
How will you help us fulfill our mission?
- Identify: Analyze systemic friction points and locate bottlenecks in daily operations (both in the internal team and the remote team) that generate delays or customer-facing errors.
- Design: Create the architecture of agile technological solutions and propose internal support flows that foster user autonomy and reduce the contact ratio.
- Automate: Implement and deploy No-code tools or Artificial Intelligence (AI) based solutions that eliminate repetitive tasks, ensuring precision and freeing agents for higher-value interactions.
- Govern: Define standards and quality criteria to ensure that any local integration or automation remains aligned with the cross-functional technical coherence of OEx.
What is the profile we are looking for?
We are looking for a transformation leader. The ideal candidate must have an Automation-First mindset, combining deep empathy for operational friction with practical mastery of the current AI and No-code ecosystem.
Technological Stack and Practical Experience
- Mastery of Integrations and No-Code: Demonstrable experience designing complex flows and orchestrating APIs on platforms such as n8n (or similar) to connect internal support systems with external tools.
- Generative AI and LLMs Application: Fluency in the use and configuration of language models (Claude, Gemini) and knowledge management tools (NotebookLM) to automate ticket triage, sentiment analysis, data extraction, and generation of high-precision responses.
- Agile Solution Building (Low-Code/AI Builders): Ability to prototype and deploy support interfaces or internal tools agilely using AI-powered platforms.
- Exploration in Multimodal AI: Familiarity or ability to integrate voice solutions with AI (such as ElevenLabs, Amazon Connect) to optimize phone support flows or interactive responses.
Operational Vision and Governance
- Governance: Ability to build agile local solutions but under strict technical standards, ensuring that everything designed in CS is scalable and aligns perfectly with the global architecture.
- Translator of Friction into Systems: Ease in sitting with an agent, understanding why a manual process takes 10 minutes and is error-prone, and translating it into an automated flow that takes seconds and improves Superior Service.
- Systemic Thinking about Code: Understands that value is not in writing code from scratch, but in knowing what to ask AI, how to evaluate what it generates, and how to integrate it safely into daily operations.
Key Skills
- Ruthless Prioritization: Ability to reject tactical, noisy, or low-impact automation requests ("patches") that team leaders may request due to urgency, always defending time dedicated to structural design.
- Technology Evangelist: Skill in influencing, training, and elevating the technical knowledge of CS Specialists and Coordinators, driving a culture where AI is an everyday tool for everyone.
What do we offer you?
We are a company full of happy and motivated people… and we don't want that to change! Here we show you some reasons why you will love being part of the Cabify family.