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 press of a button. One day cities may not need private cars, but until then... there is still a lot to do. Are you joining the journey?
👉 About your team
You will be part of the Customer Operations team, whose mission is to make the promises we make to our users operational through efficient and reliable processes, delivering the value proposition of a safe, reliable and superior service for all our audiences: passengers, drivers, businesses and fleets. Within this area, the local Support and Execution Channels team is responsible for resolving questions, queries and incidents throughout the entire customer lifecycle, turning complex situations into agile and memorable experiences.
🎯 Role Mission
Deliver Cabify's value proposition by providing all our audiences with a safe, reliable and superior-quality service, executing and resolving high-value customer service processes with efficiency, empathy and scalability.
🛠️ How will you help us fulfill our mission?
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Comprehensive management and KPIs: Handle inquiries through omnichannel channels (Inbound, Outbound, Backoffice), ensuring compliance with Service Level Agreements (SLA) and operational metrics through the correct use of management tools.
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User experience: Provide a memorable, effective and empathetic service to every user, guaranteeing timely and assertive responses at all touchpoints.
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Critical and legal cases: Manage, escalate and thoroughly follow up on critical situations or complaints arising from consumer protection bodies, working in direct coordination with the Legal team.
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Compliance and security: Ensure strict application of personal data protection regulations, the company's anti-fraud policies and the area's operational protocols.
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Continuous improvement and reporting: Maintain up-to-date technical knowledge of our products by participating in training, and quickly report technical incidents to activate necessary contingency plans.
🔍 What we are looking for
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Experience: At least 2 years managing customer service, support in contact centers, handling complaints or similar roles in fast-paced environments.
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Education: Completed university degree or studies in advanced stages (Business Administration, Business, Communication, Industrial Organization Engineering or related areas).
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Management tools: Proven experience with ticketing and omnichannel support platforms such as Zendesk, Talkdesk, Zopim or equivalent software.
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Office software: Intermediate proficiency in office tools and cloud-based collaborative environments (Google Workspace or Microsoft Office).
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Key competencies: Strong service orientation, empathy, excellent verbal and written communication, results orientation and operational self-sufficiency.
👀 Why Cabify is your best option
If you join Cabify, you will find a dynamic work environment full of challenges and opportunities for professional growth, alongside a team that shares your passion for excellence and innovation:
📝 Permanent contract from day one.
🌍 Flexible working hours: flexible margin for arrival and departure 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 benefits plans for meal vouchers, transport, health insurance and childcare.
🎟️ 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 prides itself on 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!