We are looking for a proactive and customer-focused Support Specialist 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 DoDeliver exceptional support to drivers and customers through phone, chat, and emailInvestigate, troubleshoot, and resolve operational issues with urgency and professionalismAccurately document and categorize support ticketsMonitor operational KPIs using Excel or Google Sheets to identify trends and improvement opportunitiesCoordinate with Operations and other cross-functional teams to ensure timely issue resolutionFollow and continuously improve Standard Operating Procedures (SOPs)Identify recurring issues and propose scalable,
long-term solutionsSupport automation initiatives that improve operational efficiencyContribute to maintaining and expanding our internal knowledge baseProvide feedback that helps improve both the customer and driver experienceWhat We're Looking For1+ year of experience in Customer Support, Customer Service, Operations, or similar roles, preferably in a technology companyAdvanced English (written and spoken)Portuguese is a plusExperience using ticketing platforms (Zendesk, Freshdesk, Intercom, Salesforce, or similar)Strong analytical skills and comfort working with KPIsProficiency in Excel or Google SheetsBachelor's degree completed or currently in progressExcellent communication and interpersonal skillsStrong organizational skills with attention to detailAbility to multitask and perform well in a fast-paced environmentProblem-solving mindset with a strong sense of ownershipComfortable adapting to changing priorities and business needsNice to HaveExperience supporting logistics, transportation, mobility, or marketplace operationsExperience working in remote and multicultural teamsFamiliarity with AI tools such as Claude, Gemini to improve productivity and customer support workflows#J-*****-Ljbffr
📌 Mx Jr Support Representative (Xico)
🏢 Draiver
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