**CUSTOMER SUPPORT ANALYST** At Cabify, we believe a new form of urban mobility is possible: an ecosystem that enables fewer private cars on the streets, more sustainable vehicles, and more efficient routes. Cities whose streets are designed by and for people, not for cars. Products and services that, through sustainable and efficient mobility alternatives, generate economic, social, and environmental value. And not only do we believe in this—we work the magic to make it happen. If you share our purpose, keep reading because… This is your place! **About the role** The mission of the Customer Support team is to deliver Cabify’s value proposition by offering a safe, reliable, and superior service to all our audiences. To achieve this, it's essential to create high-value customer processes that are efficient and scalable. **How will you help us fulfill our mission?** * Monitor operations across all audiences and proactively identify potential issues, incidents, and critical topics using an analytical approach. * Resolve critical cases with a CX mindset. * Understand the main pain points in the Driver experience for each process and propose improvements. * Identify complex problems, break them down into simpler components, and design and lead action plans to resolve identified issues. * Effectively communicate to other teams the impacts and consequences arising from company-defined processes/decisions. * Generate proposals for improving internal and external processes based on analytical work. * Present results, data analysis, trends, and improvement opportunities. **What are we looking for?** * Experience in designing and redesigning operational processes, creating manuals, flowcharts, and management indicators. + Over 2 years of experience in operational process improvement, consulting, or related fields. + CX-oriented vision. + Analytical and data-driven mindset, with problem-solving experience. + Strong knowledge of statistical analysis, scenario simulation, and quantitative methods. + Excellent proficiency in Microsoft Excel or Google Sheets. + In-depth knowledge and experience with reporting tools (Business Objects, etc.), databases (SQL, Tableau, Power BI, etc.) **What do we offer?** We are a team full of happy and motivated people. Flexibility, great atmosphere, growth, and impact—guaranteed! Cabify comes with numerous benefits for you to enjoy throughout your journey with us: * OSDE private health insurance plan * Flexible hours, remote work, and full remote weeks * ️ Benefits and discounts with Club LA NACIÓN * ️ Discounts on our Cabify app * Recharge Day * ️Cabify days * Fun events to enjoy with your team * ️A supportive work environment where you can develop your full potential **Why Cabify?** ==================== **Hybrid and flexible, tailored to you!** ------------------------------------- Enjoy the flexibility of our hybrid model: work 2 days from home and 3 in the office, with the possibility of working remotely for 6 weeks per year. We want you to find the perfect balance between the comfort of home and the dynamics of in-person work. **Continuous development** ----------------------- Special programs and tools are available to provide personalized training, enabling your growth and continuous learning. **Benefits that make a difference** --------------------------------------- Enjoy credits on the app to move around wherever you want, and take advantage of our 10 free Fridays per year to recharge your energy.