Driver Support Analyst

Billor; Joinville; On-site; BRL 45,000 - 89,000; Full time

Job summary

Billor is seeking a proactive Driver Support Specialist in Joinville, Brazil. You will onboard drivers, monitor rest times, and resolve issues to keep operations smooth for drivers and customers.

You will conduct CSAT and NPS surveys, develop communications, and create training materials. The role emphasizes proactive service and driver engagement to improve retention and satisfaction.

Qualifications

• Experience in Customer Success and proactive customer service.
• Strong communication and problem-solving skills.
• Ability to conduct welcome calls and ensure drivers have the necessary tools.

Responsibilities

• Hold welcome calls for new drivers, ensuring they understand processes and have the tools they need.
• Monitor and manage drivers' rest time, providing support when necessary.
• Assist drivers with issues related to supplies and proactively resolve problems.
• Conduct regular calls with active drivers for follow-up and problem resolution.
• Plan and execute campaigns to increase driver engagement and retention.
• Create and share training materials for drivers and customers.
• Monitor and update driver rankings based on performance metrics, creating gamification.
• Collect feedback after cancellations to identify process improvements.
• Manage the contract termination process and ensure completion of all steps.

Skills

Customer Success

Proactive service

Driver support

Communication

CSAT/NPS surveys

Job description

About Us

Trucking moves the American economy. It is a $1 trillion market, and it still runs on fragmented operations, thin margins, and technology a generation behind. Billor, short for "Bill of Rights," is the only company transforming this market end to end, combining Freight and Technology for Truck Drivers, Freight Brokers, and Small Carriers into a single ecosystem. We operate a fleet of several hundred heavy-duty trucks and run integrated business lines across freight, fintech, and technology platforms.

About the role

If you are passionate about Driver Support and want to make a difference in the daily lives of drivers and customers, join our team!

Responsibilities

• Hold welcome calls for new drivers, ensuring they understand the processes and have the tools they need to succeed
• Monitor and manage drivers' rest time, providing support when necessary
• Assist drivers with issues related to supplies and proactively resolve possible problems
• Conduct regular calls with active drivers for follow-up and problem resolution
• Satisfaction survey (CSAT and NPS): Conduct surveys to measure the level of satisfaction of drivers and customers, ensuring that feedback is addressed and implemented
• Plan and execute campaigns to increase driver engagement and retention
• Manage communication and monitoring of vehicle safety and maintenance campaigns
• Develop and send mass communications to keep drivers and customers informed about important updates
• Create and share training materials for drivers and customers
• Monitor and update driver rankings based on performance metrics, creating gamification
• Collect feedback from drivers after cancellation, seeking to identify improvements in the process
• Manage the contract termination process and ensure completion of all termination step
• Experience in Customer Success and proactive customer service