Do you want to change the world?
Do you want to change the world? That is what we do at Cabify. Our goal is to make cities better places to live, improving the mobility of the people who live in them, connecting passengers and drivers with just the touch 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 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, as it works with all departments, which guarantees a lot of learning, challenges and fun.
Role mission:
The mission is to identify, design, govern and automate support flows and transactional processes. The central objective is not limited to scalability but fundamentally seeks to improve the customer experience, drastically reducing response times and eliminating errors arising from manual execution in processes.
How you will help us fulfil our mission?
- Identify: Analyse systemic friction and locate bottlenecks in daily operations (both in the internal team and the offshore team) that cause delays or errors for the customer.
- Design: Create the architecture of agile technological solutions and propose internal support flows that foster user autonomy and reduce the contact rate.
- Automate: Implement and deploy No-code tools or solutions based on Artificial Intelligence (AI) that eliminate repetitive tasks, ensuring millimetre precision and freeing agents for higher-value interactions
- Govern: Define the standards and quality criteria to ensure that any local integration or automation remains aligned with the cross-cutting technical coherence of OEx.
What profile are we looking for?
We are looking for a leader of transformation. The ideal candidate should have an Automation-First mindset, combining deep empathy for operational friction with practical mastery of the current ecosystem of AI and No-code.
Technology Stack and Practical Experience
- Integrations and No-Code Mastery: 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 LLM Application: Fluency in using and configuring 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 internal support interfaces or tools quickly using AI-powered platforms.
- Exploration of Multimodal AI: Familiarity with or ability to integrate voice solutions with AI (such as ElevenLabs, Amazon Connect) to optimise telephone support flows or interactive responses.
Operational Vision and Governance
- Governance: Ability to build agile local solutions under strict technical standards, ensuring that everything designed in CS is scalable and communicates seamlessly with the global architecture.
- Translating Friction into Systems: Ability to sit with an agent, understand why a manual process takes 10 minutes and is prone to errors, and turn it into an automated flow that takes seconds and improves the Superior Service.
- Systemic Thinking about Code: Understands that value lies not in writing code from scratch, but in knowing what to ask the AI, how to evaluate what it generates and how to integrate it safely into daily operations.
Key Skills
- Relentless Prioritisation: Ability to reject tactical, noisy or low-impact automation requests ("patches") that team leaders may request out of urgency, always defending the time dedicated to structural design.
- Technology Evangelist: Ability to influence, train and raise the technical knowledge of CS Specialists and Coordinators, driving a culture where AI is a day-to-day 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 are some reasons why you will love being part of the Cabify family:
📝 Temporary contract (expected duration of more than 1 year) with a competitive salary
🌍 Flexible start and finish times so you can organise yourself at your own pace
💸 Monthly credit to use in our Cabify App
💰 Flexible compensation plans tailored to your needs
🎟️ Discounts at restaurants, shops and gyms
🐶 Pet room so you can bring your furry friend to the office
🖥️ Work equipment so you can develop all your talent
Cabify takes pride in being a workplace with equal opportunities. We celebrate diversity and are committed to creating an inclusive environment for all people, regardless of origin, gender, religion, orientation, age or ability. Join us!