Agente de soporte operacional

About the role

Join our team to improve urban mobility by managing logistics and delivery operations in Peru. You will ensure our last-mile services meet customer expectations through real-time monitoring and fleet coordination. This position is integral to maintaining the efficiency and reliability of our services across the region. You will act as the central point for resolving operational issues that arise during daily activities. The role requires a high level of ownership to protect the service level agreements that define our performance. Success in this position depends on your ability to work autonomously while contributing to team objectives. You will be responsible for translating data into actions that keep our logistics network running smoothly.

Key facts

What you'll do

• Maintain service levels according to established SLAs for corporate accounts by monitoring performance indicators and escalating critical incidents.
• Oversee the driver fleet and resolve daily operational issues as they arise, ensuring that vehicles and personnel are optimally allocated.
• Spot process deviations to implement corrective actions, analyzing patterns to prevent recurring failures in the delivery workflow.
• Facilitate communication between dispatchers, drivers, and end recipients to clarify expectations and resolve misunderstandings promptly.
• Monitor adherence to internal protocols across the assigned fleet, verifying compliance with safety and operational standards.
• Track delivery delays to ensure adherence to promised timelines, identifying root causes and coordinating follow-up measures.
• Identify and suggest improvements to enhance service quality, proposing solutions that increase efficiency and customer satisfaction.
• Document all interactions and management actions according to company standards, maintaining accurate records for audits and reviews.
• Coordinate with technical support teams to resolve vehicle or device issues that could impact the continuity of the service.
• Assist in the training of new operational staff by sharing best practices and real-world scenarios from daily field experience.
• Perform root cause analysis for recurring disruptions, developing action plans that minimize future impact on operations.
• Support the planning of daily routes and schedules to optimize coverage and reduce downtime for the logistics network.

Requirements

• Minimum 6 months of experience in operations, preferably within tech, food delivery, or last-mile logistics environments that demand rapid response.
• Minimum 1 year of experience in customer service, call centers, or back-office roles handling complaints and retention, demonstrating empathy and problem-solving.
• Proactive and autonomous mindset with a focus on results in fast-paced environments, where priorities can change within minutes.
• Alignment with company culture and values, showing respect, responsibility, and collaboration in every interaction.
• Capacity to manage multiple concurrent requests while maintaining attention to detail and accuracy in reporting.
• Strong command of Spanish for verbal and written communication, ensuring clarity in all interactions with stakeholders.
• Availability to work in person at the assigned office location in Lima without remote flexibility.
• Willingness to adapt to shifting schedules, including peak hours and occasional support during high-demand periods.
• Basic understanding of logistics terminology and key performance indicators used to measure service success.

Nice to have

• Proficiency in analytical tools including Microsoft Excel and Tableau, enabling you to interpret data and generate actionable insights.

Skills & tools

• Microsoft Excel
• Tableau
• Operations management
• Customer support

Practical notes

• Benefits include 100% coverage for private and oncological health insurance, providing security for you and your family.
• Monthly credits for the Cabify app are included to support your mobility needs and professional requirements.
• Professional development programs are provided to help you grow your skills and advance your career within the company.
• Company equipment is supplied to ensure you have the necessary tools to perform your duties effectively.
• Cabify is an equal opportunity employer committed to diversity and inclusion, welcoming applicants from all backgrounds.
• The role is based in Lima, requiring physical presence at the designated work location.
• Full-time engagement implies a standard weekly schedule as defined by company policies and operational needs.
• Candidates must comply with all local regulations and requirements for employment in Peru.