Customer Support Analyst

Do you want to change the world? That is what we do at Cabify. Our goal is to make cities better places to live by improving mobility for the people who live in them, connecting passengers and drivers with just the push of a button. It is possible that one day cities will be places where no one needs a private car, but we still have a long way to go… will you join us?

In the Customer Experience and Operations team, we are looking for the right person to join us as a Customer Support Analyst.

You will be part of Customer Operations, a fantastic, experienced, and professional team that works to position the Cabify brand with energy, optimism, and passion. The Customer Operations area is perhaps the most cross-functional area at Cabify, having to work with all departments, which guarantees a lot of learning, challenges, and fun.

Mission of the position:

Your mission is to identify, design, govern, and automate support flows and transactional processes. Your central goal is not limited to scalability, but fundamentally seeks to improve the customer experience, drastically reducing response times and eliminating errors derived from manual process execution.

How will you help us fulfill our mission?

• Identify: Analyze systemic friction and locate bottlenecks in daily operations (both in the internal team and the outsourced team) that generate delays or errors for the customer.
• Design: Create the architecture for agile technological solutions and propose internal support flows that foster user autonomy and reduce the contact ratio.
• Automate: Implement and deploy No-code tools or Artificial Intelligence (AI)-based solutions that eliminate repetitive tasks, ensuring pinpoint accuracy and freeing up agents for higher-value interactions.
• Govern: Define quality standards and criteria to ensure that any local integration or automation remains aligned with the cross-functional technical coherence of OEx.

What is the profile we are looking for?

We are looking for a transformation leader; the ideal candidate must have an Automation-First mindset, combining deep empathy for operational friction with a practical mastery of the current AI and No-code ecosystem.

Technological Stack and Practical Experience

• Mastery of Integrations and No-Code: Demonstrable experience designing complex flows and orchestrating APIs on platforms like n8n (or similar) to connect internal support systems with external tools.
• Application of Generative AI and LLMs: Fluency in the use and configuration of language models (Claude, Gemini) and knowledge management tools (NotebookLM) to automate ticket triage, sentiment analysis, data extraction, and high-precision response generation.
• Agile Solution Building (Low-Code/AI Builders): Ability to prototype and deploy internal support interfaces or tools in an agile way using AI-powered platforms.
• Exploration in Multimodal AI: Familiarity or ability to integrate voice solutions with AI (such as ElevenLabs, Amazon Connect) to optimize phone support flows or interactive responses.

Operational Vision and Governance

• Governance: Ability to build agile local solutions under strict technical standards, ensuring that everything designed in CS is scalable and communicates perfectly with the global architecture.
• Translator of Friction into Systems: Ease in sitting down with an agent, understanding why a manual process takes 10 minutes and is prone to errors, and translating it into an automated flow that takes seconds and improves Superior Service.
• Systemic Thinking over Code: Understands that the value is not in writing code from scratch, but in knowing what to ask the AI, how to evaluate what it generates, and how to integrate it securely into daily operations.

Key Skills

• Relentless Prioritization: Ability to reject tactical, noisy, or low-impact automation requests ("patches") that team leaders might request out of urgency, always defending the time dedicated to structural design.
• Technological Evangelist: Ability to influence, train, and elevate the technical knowledge of CS Specialists and Coordinators, promoting a culture where AI is a daily tool for everyone.

What do we offer you?

We are a company full of happy and motivated people… and we don't want that to change! Here are some reasons why you will love being part of the Cabify family.