At Cabify we believe a new form of urban mobility is possible. An ecosystem that allows for fewer private cars on the streets, more sustainable vehicles and more efficient routes.
Cities whose streets are designed by and for people, and not for cars. Products and services that, through sustainable and efficient mobility alternatives, generate economic, social and environmental value.
And it's not just that we believe in it, we also work the magic to make it possible. If you share the same purpose with us, keep reading because... This is your place!
The Customer Experience & Operations team
We are transforming customer support in Chile: from manual support to a smarter, automated and data-driven model. In this position you will focus on our business customers (B2B): companies that trust Cabify to move their teams. Even so, the role is designed to work with any audience, so you will also support users and driver partners when the business needs it.
Role mission
We are looking for someone who knows support from the inside, understands the commercial impact of a good experience and has the curiosity to improve it with data and AI. You will resolve cases, understand why our customers contact us and build solutions that make them stay and grow with us.
- ~50% Customer service and case resolution: focused on business accounts, without losing sight of the other audiences.
- ~30% Analysis, quality and commercial perspective: KPIs, NPS, retention and opportunities with B2B customers.
- ~20% Automation and AI: prototype solutions that eliminate repetitive work.
How will you help us fulfill our mission?
Service and resolution
- Serve business customers, users and driver partners through all our channels: chat, email, social media and messaging platforms.
- Be the point of contact for resolving B2B account cases: billing, account configuration, travel policies and escalations.
- Resolve complex cases by investigating history, systems and data until you find the solution.
- Meet response SLAs and manage cases in Zendesk, Salesforce or similar tools.
- Detect in time situations that may affect the brand's reputation or the relationship with a customer, and propose preventive actions.
Analysis, quality and commercial perspective
- Monitor the area's KPIs (NPS, CSAT, response times, contact reasons) and propose action plans when something deviates.
- Analyze the experience of business customers to detect churn risks and opportunities for retention or account growth.
- Work alongside the Sales and Account Management teams, sharing support insights that help care for and develop the portfolio.
- Analyze channels and audiences to understand why they contact us and where the greatest opportunity for improvement lies.
- Audit the service quality of the agents who serve the Chilean market, ensuring our standards.
- Contribute to the creation and improvement of service protocols and procedures, including those specific to B2B customers.
Automation and AI
- Identify which parts of customer service can be automated: chatbots, automatic replies, macros or intelligent ticket classification.
- Prototype these improvements with AI and no-code/low-code tools (n8n, Zapier, Make, prompts for assisted responses).
- Work with the Operations, Product, Data and Sales teams to take these prototypes into production.
What are we looking for?
A lot of initiative, a disruptive mindset and genuine passion for the customer, the business and technology. We value your curiosity and your willingness to propose ideas more than the years of experience you have accumulated.
Required
- Alignment with our principles
- Degree in Business Engineering.
- At least 1 year of experience in roles with direct customer contact: customer service, support, sales, account management, professional internship, freelance or personal projects. It does not need to be formal CX.
- Comfort handling cases directly, not only analyzing them.
- Ability to analyze data and draw conclusions from support and business metrics, with good command of Google Sheets.
- Demonstrable interest in AI applied to support: we want to know what you have tried on your own.
Desirable
- Experience serving business customers or managing B2B accounts.
- Knowledge of commercial metrics: retention, churn, account profitability.
- Experience with CRMs such as Zendesk or Salesforce.
- Experience with no-code/low-code automation tools (n8n, Zapier, Make or similar).
- Knowledge of prompt engineering or scripting.
- Knowledge of customer journey maps or design thinking.
- Knowledge of continuous improvement methodologies (Lean, Six Sigma, etc.).
WHAT DO WE OFFER?
Joining Cabify means joining a team full of talent, where professional growth, flexibility and an exceptional work environment are guaranteed. Get ready to impact millions of lives with your work and enjoy a journey full of benefits:
- 👨⚕️ Agreement plan with dental health centers
- ⭐ Loyalty program for years of service
- 🏥 Complementary health insurance and free telemedicine
- 💸 Monthly credit to use in the Cabify App
- 🖥️ Work equipment to develop all your talent
- 🏢 Hybrid model: combine remote work days with office presence to connect with your team
_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!