Customer Support Coordinator
ABOUT US
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 touch of a button. Maybe one day cities won't need private cars, but until then... there is still a lot to do. Are you in for the journey?
👉 About your team
Being in Customer Support at Cabify means being at the center of the entire operation. This team is the link between the brand and its three major audiences — passengers, drivers and corporate clients — and that is what makes it unique within the company.
Here you will work on all stages of the Customer Journey: onboarding, activation, trip, loyalty and retention. The learning curve is real, the challenges never repeat, and the team has the experience and passion to face them with good judgment. If you are looking for variety, complexity and a place where you can truly grow, welcome.
How will you help us fulfill our mission?
- Coordinating and leading an expert team of CX analysts, helping them meet their goals and supporting their development to their next level.
- Being the main point of contact with the Contact Center team, ensuring and meeting the established response SLAs and our Quality standards.
- Escalating in a timely and proper manner any incident that could compromise the operation of the audiences and establishing the appropriate contingency measures.
- Leading with autonomy and strategic judgment projects that improve internal efficiency and operations linked to support.
What are we looking for?
- Education in Business Administration, Engineering or related fields
- Experience in leadership and team management in CX / Operations.
- Experience in Customer Experience - Customer Centricity mindset
- Strong execution, planning and problem-solving skills
- Proficiency in Google Drive and Office Suite
- Experience with Business Intelligence tools (Tableau, Power BI, or Looker, etc.) (essential).
- Proven experience implementing workflows with Artificial Intelligence (AI) tools to optimize operational processes.