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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