From €60K
Blue Card thresholdWhat they offer
Fixed-term contract
Per the ad.
What they ask for
Have the right to work in Spain
Cabify doesn't mention sponsorship in the ad.
Work on-site in Madrid
No relocation package mentioned.
You'll most likely need Spanish to apply.This job was automatically translated to English,.
The role
Their mission is to identify, design, govern, and automate support flows and transactional processes. Their central objective is not limited to scalability but fundamentally seeks to improve the customer experience, drastically reducing response times and eliminating errors derived from manual execution in processes.
What you'll do
- Identify: Analyze systemic frictions and locate bottlenecks in daily operations (both in the internal team and the outsourced team) that generate delays or errors facing the customer.
- Design: Create the architecture of 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 solutions based on Artificial Intelligence (AI) that eliminate repetitive tasks, guaranteeing millimeter precision 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 transversal technical coherence of OEx.
Requirements
What we're looking for
We are looking for a driver of transformation; 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.
Tech Stack and Practical Experience
- Mastery of Integrations and No-Code: Demonstrable experience designing complex flows and orchestrating APIs on platforms such as 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 agilely using AI-driven platforms
- Exploration in Multimodal AI: Familiarity or ability to integrate voice solutions with AI (such as ElevenLabs, Amazon Connect,) to optimize telephone support flows or interactive responses.
Operational Vision and Governance
- Governance: Ability to build agile local solutions but under strict technical standards, ensuring that everything designed in CS is scalable and dialogues perfectly with the global architecture.
- Translator of Frictions to Systems: Ease in sitting with an agent, understanding why a manual process takes 10 minutes and is error-prone, and translating it into an automated flow that takes seconds and improves Superior Service.
- Systemic Thinking over Code: Understands that value lies 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 safely into daily operations.
Key Skills
- Relentless Prioritization: Ability to reject tactical, noisy, or low-impact automation requests ("patches") that team leaders may request due to 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, driving a culture where AI is an everyday tool for everyone.
Pay & benefits
What you'll get
We are a company full of happy and motivated people... and we don't want that to change! Here are some of the reasons you'll love being part of the Cabify family:
📝Temporary contract (expected duration +1 year) with a competitive salary
🌍Flexible start and end times so you can organize your day at your own pace
💸Monthly credit to use on our Cabify App
💰Flexible compensation plans tailored to your needs
🎟️Discounts at restaurants, stores, and gyms
🐶Pet-friendly office so you can bring your furry friend to work
🖥️Work equipment so you can develop all your talent
The role
Su misión es identificar, diseñar, gobernar y automatizar los flujos de atención y procesos transaccionales. Su objetivo central no se limita a la escalabilidad sino que busca fundamentalmente mejorar la experiencia del cliente, reduciendo drásticamente los tiempos de respuesta y eliminando los errores derivados de la ejecución manual en los procesos.
What you'll do
- Identificar: Analizar las fricciones sistémicas y localizar los cuellos de botella en la operación diaria (tanto en el equipo interno como el equipo deslocalizado) que generan demoras o errores de cara al cliente.
- Diseñar: Crear la arquitectura de soluciones tecnológicas ágiles y proponer flujos internos de soporte que fomenten la autonomía del usuario y reduzcan el ratio de contacto.
- Automatizar: Implementar y desplegar herramientas No-code o soluciones basadas en Inteligencia Artificial (IA) que eliminen tareas repetitivas, garantizando precisión milimétrica y liberando a los agentes para interacciones de mayor valor
- Gobernar: Definir los estándares y criterios de calidad para asegurar que cualquier integración o automatización local se mantenga alineada con la coherencia técnica transversal de OEx.
Requirements
What we're looking for
Buscamos a un responsable de la transformación,el candidato ideal debe tener una mentalidad Automation-First, combinando una profunda empatía por la fricción operativa con un dominio práctico del ecosistema actual de IA y No-code.
Stack Tecnológico y Experiencia Práctica
- Dominio de Integraciones y No-Code: Experiencia demostrable diseñando flujos complejos y orquestando APIs en plataformas como n8n (o similares) para conectar los sistemas internos de soporte con herramientas externas.
- Aplicación de IA Generativa y LLMs: Fluidez en el uso y configuración de modelos de lenguaje (Claude, Gemini) y herramientas de gestión de conocimiento (NotebookLM) para automatizar el triaje de tickets, análisis de sentimiento, extracción de datos y generación de respuestas de alta precisión.
- Construcción Ágil de Soluciones (Low-Code/AI Builders): Capacidad para prototipar y desplegar interfaces o herramientas internas de soporte de forma ágil utilizando plataformas impulsadas por IA
- Exploración en IA Multimodal: Familiaridad o capacidad de integrar soluciones de voz con IA (como ElevenLabs, Amazon Connect,) para optimizar flujos de atención telefónica o respuestas interactivas.
Visión Operativa y Gobernanza
- Gobernanza: Capacidad para construir soluciones locales ágiles pero bajo estándares técnicos estrictos, asegurando que todo lo que se diseña en CS es escalable y dialoga perfectamente con la arquitectura global.
- Traductor de Fricciones a Sistemas: Facilidad para sentarse con un agente, entender por qué un proceso manual toma 10 minutos y es propenso a errores, y traducirlo en un flujo automatizado que toma segundos y mejora el Superior Service.
- Pensamiento Sistémico sobre el Código: Entiende que el valor no está en escribir código desde cero, sino en saber qué pedirle a la IA, cómo evaluar lo que genera y cómo integrarlo de forma segura en la operación diaria.
Habilidades Clave
- Priorización Implacable : Capacidad para rechazar peticiones de automatización tácticas, ruidosas o de bajo impacto ("parches") que los líderes de equipo puedan solicitar por urgencia, defendiendo siempre el tiempo dedicado al diseño estructural.
- Evangelizador Tecnológico: Habilidad para influir, formar y elevar el conocimiento técnico de los Especialistas y Coordinadores de CS, impulsando una cultura donde la IA sea una herramienta del día a día para todos.
Pay & benefits
What you'll get
Somos una empresa llena de gente feliz y motivada... ¡y no queremos que eso cambie! Aquí te mostramos algunas razones por las que te encantará formar parte de la familia Cabify:
📝Contrato temporal (previsión +1 año de duración) con salario competitivo
🌍Margen flexible en la hora de entrada y salida para que te organices a tu ritmo
💸Crédito mensual para usar en nuestra App de Cabify
💰Planes de retribución flexible adaptados a tus necesidades
🎟️Descuentos en restaurantes, tiendas y gimnasios
🐶Sala de mascotas para que te traigas el peludo a la oficina
🖥️Equipo de trabajo para que desarrolles todo tu talento
About Cabify
Cabify is a Spanish multinational ride-hailing and mobility company that operates a platform connecting users with private drivers, as well as offering corporate mobility solutions and last-mile delivery services. Founded in Madrid in 2011, Cabify has expanded across Spain and Latin America, positioning itself as a key player in the urban mobility sector with a focus on sustainability and safety. The company operates in multiple countries and has a significant workforce, with its headquarters in Madrid.
In Spain, Cabify maintains its global headquarters in Madrid and has a strong presence in major cities like Barcelona. The company is known for its tech-driven approach, employing engineers, data scientists, and product teams to enhance its platform. For international professionals, Cabify offers a dynamic, multicultural work environment with opportunities in engineering, data, marketing, and operations. The company emphasizes diversity and inclusion, and its roles often require English proficiency, making it accessible to non-Spanish speakers.
- Industry
- Mobility
- Founded
- 2011
- Employees
- 1,000–5,000
- Headquarters
- Madrid, Spain
- In Spain
- Madrid, Barcelona
- Website
- cabify.com
Good to know if you are moving
- Cabify is headquartered in Madrid, offering a central hub for international hires in Spain.
- The company operates in multiple countries across Spain and Latin America, providing opportunities for cross-border mobility.
- Cabify's work culture is described as dynamic and innovative, with a focus on technology and data-driven decision making.
- The company has a strong commitment to diversity and inclusion, with specific programs for people with disabilities.
- English is commonly used in the workplace, especially in tech and data roles, making it accessible for international professionals.
In their own words
About the company & team
Do you want to change the world? That's what we do at Cabify. Our goal is to make cities better places to live, improving the mobility of the people who live in them, connecting passengers and drivers with just one click of a button. It's possible that someday 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 ideal person to join us as a Customer Support Analyst.
You will be part of Customers Operations, a fantastic, experienced, and professional team working to position the Cabify brand with energy, optimism, and passion. The Customers Operations area is perhaps the most transversal area at Cabify, having to work with all departments, which guarantees plenty of learning, challenges, and fun.
Additional information
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!
About the company & team
¿Quieres cambiar el mundo? Eso es lo que hacemos en Cabify. Nuestro objetivo es hacer de las ciudades mejores lugares para vivir, mejorando la movilidad de las personas que viven en ellas, conectando a pasajeros y conductores con tan sólo pulsar un botón. Es posible que algún día las ciudades sean lugares donde nadie necesite un coche privado, pero aún nos queda un largo camino por recorrer... ¿nos acompañas?
En el equipo de Customer Experience and Operations estamos buscando la persona idónea para que se incorpore como Customer Support Analyst.
Formarás parte de Customers Operations un equipo fantástico, experimentado y profesional que trabaja para posicionar la marca Cabify con energía, optimismo y pasión. El área de Customers Operations es quizás el área más transversal de Cabify, teniendo que trabajar con todos los departamentos, lo que garantiza mucho aprendizaje, desafíos y diversión.
Additional information
Cabify se enorgullece de ser un lugar de trabajo con igualdad de oportunidades. Celebramos la diversidad y estamos comprometidos con crear un entorno inclusivo para todas las personas, independientemente de su origen, género, religión, orientación, edad o capacidad. ¡Únete a nosotros!
Where you'd work
Cabify · Madrid
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