We are looking for a proactive and customer-focused Support Specialis t to join our Operations team.

In this role, you'll be responsible for supporting our network of drivers and customers, ensuring issues are resolved quickly and efficiently while maintaining a high-quality customer experience. You'll collaborate with multiple teams, analyze operational trends, and contribute to continuous process improvements.

Note : Schedule flexibility is required, including occasional weekends or holidays when business needs demand.

What You'll Do

Deliver exceptional support to drivers and customers through phone, chat, and email

Investigate, troubleshoot, and resolve operational issues with urgency and professionalism

Accurately document and categorize support tickets

Monitor operational KPIs using Excel or Google Sheets to identify trends and improvement opportunities
Coordinate with Operations and other cross-functional teams to ensure timely issue resolution

Follow and continuously improve Standard Operating Procedures (SOPs)

Identify recurring issues and propose scalable, long-term solutions

Support automation initiatives that improve operational efficiency

Contribute to maintaining and expanding our internal knowledge base





Provide feedback that helps improve both the customer and driver experience

What We're Looking For

1+ year of experience in Customer Support, Customer Service, Operations, or similar roles, preferably in a technology company

Advanced English (written and spoken)

Portuguese is a plus

Experience using ticketing platforms (Zendesk, Freshdesk, Intercom, Salesforce, or similar)

Strong analytical skills and comfort working with KPIs

Proficiency in Excel or Google Sheets

Bachelor's degree completed or currently in progress

Excellent communication and interpersonal skills

Strong organizational skills with attention to detail

Ability to multitask and perform well in a fast-paced environment

Problem-solving mindset with a strong sense of ownership

Comfortable adapting to changing priorities and business needs

Nice to Have

Experience supporting logistics, transportation, mobility, or marketplace operations

Experience working in remote and multicultural teams

Familiarity with AI tools such as Claude, Gemini to improve productivity and customer support workflows

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