Customer Experience Excellence Specialist

• Proven experience in designing, implementing, and evolving customer service or Customer Operations models in high-volume, multichannel environments.

• Solid experience in strategic project management, with the ability to lead complex initiatives and coordinate multifunctional teams.

• Advanced analytical skills and data orientation, with mastery of analysis tools (e.g., SQL, Power BI, Tableau) to identify patterns, problems, and opportunities.

• Practical experience and a strong interest in applying Artificial Intelligence and automation (chatbots, RPA, machine learning) to optimize CX processes.

• Excellent communication, influence, and negotiation skills to generate alignment and consensus among various stakeholders.

• Proven ability to solve problems in a structured way, designing efficient, simple, and scalable solutions that positively impact the experience and operational efficiency.

About Us: Do you want to change the world? That's exactly what we do at Cabify. We work to make cities better places to live, driving more sustainable and efficient mobility that connects passengers and drivers with just the push of a button. Maybe one day cities won't need private cars, but until then... there's a lot to do. Will you join the journey?

👉About your team: You will be part of the Global Customer Excellence team within the Customer Operations area. Our mission is to design customer service for all audiences (passengers, drivers, companies, and fleets). We are in charge of defining and updating the service models and the macro work operations at each point of contact in the customer journey, empowering local areas to ensure that the quality provided is differential, efficient, and directly impacts the company's value promise.

🎯 Role Mission: As a Customer Experience Excellence Specialist, you will be key in defining and evolving Cabify's customer service model. Your mission will be to ensure the consistency, scalability, and correct implementation of this model at all points of contact, driving operational efficiency, service quality, and intelligent automation through a strategic and data-driven vision.

• You will define, evolve, and ensure the correct implementation of the customer service model and policies at all points of contact, markets, and audiences, guaranteeing a differential experience.

• You will lead strategic Customer Experience Excellence (CEX) projects, effectively coordinating multidisciplinary teams from Product, Operations, Contact Center, and Technology.

• You will identify and develop innovative use cases for automation and Artificial Intelligence (AI), optimizing existing solutions to reduce contacts and improve the platform user experience.

• You will analyze key KPIs for efficiency, automation, contact resolution, quality, and experience, transforming insights into concrete and quantifiable improvements for our processes.

• You will act as a strategic bridge between the global vision and local execution, functionally coordinating the people in charge of CEX analysis and ensuring a cross-sectional vision of the service model.

• Affinity with our principles of sustainability and urban innovation.

👀 Why Cabify is your best option:

We want you to feel part of this journey where we are building a future of more sustainable and efficient mobility. If you join Cabify, you will find a dynamic work environment, full of challenges and opportunities to grow professionally, along with a team that shares your passion for excellence and innovation:

📝 Permanent contract from day one.

🌍 Flexible hours: flexible margin in the start and end time so you can organize at your own pace.

💸 Monthly credit in the Cabify App.

👩🏽🎓 Annual budget for training and personal development programs.

💰 Flexible compensation plans for restaurant tickets, transportation, medical insurance, and daycare.

🎟️ Discounts at different restaurants, stores, and gyms.

🐶 Pet-friendly office (with a pet room so you don't leave your furry friend at home).

🖥️ Complete work equipment (you just have to bring your talent).

🍇 Excellent work environment: spaces with fresh fruit, free coffee, and fun events with the whole team.

Cabify is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for everyone, regardless of their origin, gender, religion, orientation, age, or ability. Join us!