SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Cabify is transforming urban mobility through sustainable transportation solutions. The Customer Experience & Operations team in Chile is shifting from manual support to an intelligent, automated, data-driven model.
In this role, you will focus primarily on B2B enterprise clients—companies that rely on Cabify to move their teams—while also supporting end users and driver partners as needed.
**Role Breakdown:**
- ~50% Case handling and resolution: manage enterprise accounts, billing, account configuration, travel policies, and escalations across chat, email, social media, and messaging platforms. Investigate complex cases using system data and resolve them while meeting SLAs. Detect and prevent brand reputation risks.
- ~30% Analysis, quality, and commercial insight: monitor KPIs (NPS, CSAT, response times, contact reasons); analyze enterprise customer experience to identify churn risks and retention/growth opportunities; collaborate with Sales and Account Management teams; audit agent quality; improve support protocols and procedures.
- ~20% Automation and AI: identify repetitive support tasks suitable for automation (chatbots, auto-responses, macros, intelligent ticket classification); prototype improvements using AI and no-code/low-code tools (n8n, Zapier, Make, AI-assisted prompts); work cross-functionally to move prototypes to production.
You will work in a hybrid model, combining remote work with office presence in Santiago to collaborate with your team.
**Requirements:**
- Bachelor's degree in Business Engineering (Ingeniería Comercial) — required
- Minimum 1 year of direct customer contact experience: customer support, sales, account management, professional internship, freelance work, or personal projects. Does not need to be formal CX experience.
- Comfort handling cases directly, not just analyzing them
- Ability to analyze data and extract insights from support and business metrics; strong Google Sheets proficiency
- Demonstrated interest in AI applied to support (show what you've tested independently)
- Alignment with Cabify's principles
**Desirable:**
- Experience supporting enterprise clients or managing B2B accounts
- Knowledge of commercial metrics: retention, churn, account profitability
- Experience with CRMs (Zendesk, Salesforce)
- Experience with no-code/low-code automation tools (n8n, Zapier, Make)
- Prompt engineering or scripting skills
- Customer journey mapping or design thinking knowledge
- Continuous improvement methodologies (Lean, Six Sigma)
