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Cabify is transforming urban mobility through sustainable, efficient transportation solutions. The Operations team ensures the service functions smoothly across all markets, managing driver supply, user demand, and overall service experience. You will join a team focused on constant innovation using data and technology to optimize every interaction.
As a Customer Experience Support & Automation Analyst, you will revolutionize support for users and driver partners in Chile by shifting from manual processes to an intelligent, automated, data-driven model. Your mission is to resolve complex cases, understand root causes of contact, and build solutions that reduce the need for support interactions.
Key Responsibilities:
- Resolve complex cases and escalations from users and driver partners by investigating systems and data to find definitive solutions and ensure satisfaction
- Analyze contact data to identify patterns, root causes, and improvement opportunities, transforming recurring problems into scalable solutions
- Design and prototype automation solutions using no-code/low-code tools (n8n, Zapier, Make) and AI to reduce repetitive case volume
- Monitor and optimize Customer Experience KPIs (NPS, CSAT, response times), proposing and implementing action plans when deviations are detected
- Collaborate actively with Product and Data teams to move automation prototypes to production, ensuring integration and scalability
Requirements:
- Demonstrated experience of at least 1 year in roles with direct customer or user contact
- Advanced capability to analyze data, extract conclusions, and present insights using tools like Google Sheets or Excel, interpreting key CX metrics
- Genuine interest and practical experience with no-code/low-code automation tools (n8n, Zapier, Make, or similar) and/or AI application in support
- Proactivity to identify friction points in support processes and propose innovative solutions with real impact
- Knowledge of support CRMs (Zendesk, Salesforce) and familiarity with continuous improvement methodologies (Lean, Six Sigma)
- Alignment with Cabify's principles and values around sustainable mobility and customer-centric transformation
