About the Role

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 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

Erforderliche Kompetenzen

Multichannel customer support (phone, chat, email)Ticketing platforms (Zendesk, Freshdesk, Intercom, Salesforce or similar)Troubleshooting and operational issue resolutionDocumentation and ticket categorizationKPI monitoring and analysis using Excel or Google SheetsExcel/Google Sheets proficiencyStandard Operating Procedures (SOP) adherence and improvementSupporting automation initiatives to improve operational efficiencyCross-functional coordination and collaborationKnowledge base maintenance and creationAdvanced English (written and spoken)Problem-solving mindset and ownershipMultitasking and time management in fast-paced environmentsFamiliarity with AI tools to improve productivity and support workflows (e.g., Claude, Gemini)Experience supporting logistics/transportation/marketplace operations

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