WHY CABIFY?
At Cabify we believe a new form of urban mobility is possible: more efficient, sustainable and focused on people. We want to transform cities, and to achieve that, we need talent that, like you, dares to think big and build the future with us. If you are passionate about the impact you can generate and are looking for a place where your work drives real change, this is your place!
The Customer Experience & Operations team
You will be part of a dynamic team in the middle of a transformation, which is taking customer service toward a smarter, automated and data-driven model — with managers, specialists and analysts to support you along the way.
How will you help us fulfill our mission?
- High service orientation and experience dealing with customers.
- Provide support to users and partners through all available channels (chat, email, social media and messaging platforms).
- Be the guardian of NPS
- Identify and propose automation opportunities in support workflows (chatbots, automatic replies, intelligent ticket classification, macros), participating in their design and implementation together with AI tools.
- Prototype improvements using AI and no-code/low-code tools (conversational flows, automations with n8n, Zapier or Make, prompts for classification or assisted responses).
- Continuously review and analyze contact channels and different audiences, to define improvement plans and data-based CX strategy.
- Monitor and analyze area KPIs, establishing action plans to improve or maintain service levels, identifying where automation can generate the greatest impact.
- Carry out regular audits of market agents to ensure quality standards.
- Maintain the response SLAs established by the company.
- Manage CRM tools and support platforms (Zendesk, Salesforce or similar) for efficient case tracking.
- Provide input for the creation and improvement of protocols, procedures and automated support flows.
- Work together with operations, product and data teams, bringing an innovative perspective to the company's growth.
- Analyze cases in depth, investigating background, systems and data to find effective solutions — and systematize them when possible.
- Anticipate situations that could impact the brand's reputation, proposing preventive and, where applicable, automated actions.
What are we looking for?
A lot of initiative, a disruptive mindset and genuine passion for the customer and technology: we value your curiosity and desire to propose ideas more than accumulated years of experience.
- Alignment with our principles
- At least 1 year of experience in roles involving contact with customers/users, problem solving or data analysis.
- Interest in and/or experience using AI tools applied to customer support.
- Proficiency with Google Workspace tools.
- Knowledge or experience with CRM tools (Zendesk, Salesforce or similar).
- Data analysis skills and ability to identify needs from support metrics.
- Mastery of or interest in customer service techniques for complex cases and crisis management: customer journey maps, design thinking.
- Ability to work in fast-paced environments, with focus on detail and willingness to try new things. Desirable (not essential)
- Experience with no-code/low-code automation tools (n8n or similar).
- Basic knowledge of scripting or prompt engineering.
- Knowledge of continuous improvement methodologies (Lean, Six Sigma, etc.).
What do we offer?
- 🌍Hybrid work model
- ⭐Loyalty program based on years of service
- 🏥Complementary health insurance and free telemedicine
- 💸Monthly credit to use in our Cabify App
- 🎉Fun events to enjoy with your team
- 🖥️ Work equipment so you can develop all your talent
We are a team full of happy and motivated people. Flexibility, good atmosphere, growth and impact guaranteed! Cabify comes loaded with benefits for you to enjoy on your journey with us:
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!