Customer Support Analyst - Remote

Overview

The Customer Support Analyst at Cabify plays a crucial role in enhancing customer experience by providing reliable and efficient service across various audiences.

In Short

• Monitor operations and proactively identify potential issues.
• Resolve critical cases with a customer experience mindset.
• Understand friction points in the driver experience and propose improvements.
• Segment complex problems into simpler ones and lead action plans.
• Communicate impacts and consequences of company decisions to other areas.
• Generate proposals for internal and external process improvements.
• Present results, analyze data, and identify trends and opportunities for improvement.

Requirements

• Knowledge of process design and redesign, including manuals and flowcharts.
• Over 2 years of experience in operational process improvement or consulting.
• Customer experience vision.
• Analytical and data-driven mindset with problem-solving experience.
• Strong knowledge of statistical analysis, scenario simulation, and quantitative methods.
• Excellent proficiency in Microsoft Excel or Google Sheets.
• Deep knowledge and experience with reporting packages (e.g., Business Objects) and databases (e.g., SQL, Tableau, Power BI).

Benefits

• 🏥 Health plan with OSDE.
• 🤸 Flexible hours, remote work, and full remote weeks.
• 🎟️ Benefits and discounts with Club LA NACIÓN.
• 🎟️ Discounts on the Cabify app.
• 🔋 Recharge Day.
• 🏝️ Cabify days.
• 🎉 Fun events to enjoy with your team.
• 🖥️ Work equipment to develop your talent.