Customer Success Analyst

DiDi; Bogotá; Presencial; COP 100.440.000 - 145.080.000; Jornada completa

Descripción de la vacante

DiDi Global Inc. is seeking a highly analytical Customer Success Analyst (Account Ops & Onboarding) to support the DiDi Food team in Colombia and LATAM.

You will manage end-to-end restaurant partner setup, device logistics, feature adoption, and technical support to drive long-term success. The role emphasizes data-driven decision making, building dashboards, and partnering with Sales, Operations, Product, and Strategy to turn multi-source data into actionable insights that improve KPIs and

Formación

• Degree in Systems Engineering, Statistics, Data Science, Economics or related quantitative field.
• SQL knowledge is required (ability to write clean queries, perform joins, and extract data efficiently).
• Python knowledge is required (data manipulation, basic statistics, automation scripting).
• Strong interest in applying AI and advanced automation to solve business problems.
• Advanced Excel or Google Sheets skills.
• Good command of PowerPoint or Google Slides for data storytelling.

Responsabilidades

• Supporting automation and AI initiatives: deploy scalable solutions to automate reporting and tasks.
• Uncovering actionable insights: extract data and identify trends to inform action plans.
• Tracking capacity and productivity: analyze agents' productivity metrics to optimize resource allocation.
• Ensuring data quality & reporting: maintain data pipelines and multi-source dashboards.

Conocimientos

SQL

Python

Excel

PowerPoint

Data storytelling

Data analysis

Communication

Teamwork

English

Spanish

Educación

Systems Engineering

Statistics

Data Science

Economics

Herramientas

Excel

PowerPoint

Descripción del empleo

About The Company

DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

About The Company

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.
For more information, please visit: www.didiglobal.com/news

About The Team/role

We are looking for a highly analytical, detail-oriented, and proactive Customer Success Analyst (Account Ops & Onboarding) to support the DiDi Food team in Colombia and LATAM.

The Account Ops and Onboarding area sits at the heart of our Customer Success organization. We manage the end-to-end operational lifecycle of our restaurant partners—from ensuring a seamless store setup and managing the logistics of operational devices, to driving feature adoption and providing technical support to drive restaurants' long-term success.

As a Customer Success Analyst, you’ll be a key analytical partner for Customer Success initiatives, working closely with Sales, Operations, Product, and Strategy to track metrics, optimize processes, and uncover insights that change how we operate at scale. You’ll support analyses helping turn complex, multi-source data into decisions that improve our KPIs and drive continuous improvement.

This role is ideal for someone who is exceptionally data-oriented, eager to learn, passionate about continuous improvement, and driven to use technology and data to eliminate operational bottlenecks.

In this role, you'll be...

• Supporting automation and AI initiatives: Assisting in the identification of operational inefficiencies and manual processes, and helping deploy scalable solutions using Python, SQL, and AI tools to automate repetitive reporting and operational tasks.
• Uncovering actionable insights: Carrying out data extractions and analyses to identify trends and root causes, supporting the team in turning these findings into direct action plans that improve operational execution.
• Tracking capacity and productivity: Analyzing agents' productivity metrics to help the team optimize resource allocation and reduce idle capacity.
• Ensuring data quality & reporting: Maintaining reliable data pipelines and coordinating multi-source data to accurately track operational metrics and keep daily dashboards updated.
• Communicating with clarity: Building and updating daily KPI monitors, WBR packs, and team scorecards, while helping craft concise narratives that connect data insights to daily operations.

We're eager to be in touch because you have...

• Academic Background: A degree in Systems Engineering, Statistics, Data Science, Economics or a highly related quantitative field.
• Technical Expertise:
• SQL knowledge is required (ability to write clean queries, perform joins, and extract data efficiently).
• Python knowledge is required (solid foundation in data manipulation, basic statistical analysis, and eagerness to build automation scripts).
• Strong interest in applying Artificial Intelligence (AI) and advanced automation to solve real-world business problems.
• Advanced Excel or Google Sheets skills.
• Good command of PowerPoint or Google Slides for data storytelling.
• Analytical acumen: Strong analytical and problem-solving skills, with a proven ability to process data accurately and extract valuable insights.
• Soft Skills:
• Strong attention to detail and the ability to manage multiple analytical tasks in a fast-paced tech environment.
• Proactive attitude, a strong ownership mindset, and a deep eagerness to learn and grow.
• Good communication and interpersonal skills to collaborate seamlessly with internal teams.
• Team player perspective with a positive attitude toward rapid iteration and change.
• Language: Professional proficiency in both Spanish and English.

You'll love working at DiDi because...

We create user value

We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant and efficient.

We are data-driven

We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.

Win-win Collaboration

Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.

We believe in integrity

Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.

Growth

We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion

Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams

At DiDi, we believe that our differences are our biggest source of strength. That’s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.