Customer Support Analyst

About the role

This position focuses on improving customer service operations and ensuring high quality standards. You will analyze key metrics, evaluate service samples, and find ways to enhance the user and driver experience. Your work will guarantee that all interactions meet top standards and that feedback leads to real process improvements.

Key facts

What you'll do

• Monitor, analyze, and report on customer service performance indicators, identifying issues and improvement opportunities.
• Serve as a central point of contact and support for various team members.
• Manage assigned projects, ensuring they are completed on schedule.
• Implement new customer service processes and operational procedures.
• Drive continuous improvement initiatives for customer interactions.
• Automate internal processes to increase efficiency.

Requirements

• Background in Business Administration, Engineering, or a related field.
• Experience with process mapping and documentation.
• Experience managing projects across different departments.
• Strong analytical, planning, and organizational abilities.
• Effective communication skills.
• Proficiency with Google Sheets or Excel.
• Familiarity with Tableau or Power BI.
• Knowledge of AI tools.

Practical notes

This role offers a competitive salary, 22 annual vacation days, and a hybrid work model with flexible hours. Benefits include a wellness bonus for medical or retail use, a monthly credit for the Cabify app, and a "Recharge Day." You will receive necessary work equipment and participate in team events.