Mx Jr Support Representative

Draiver; Xico; Presencial; MXN 201.000 - 268.000; Jornada completa

Descripción de la vacante

Draiver is seeking a proactive Support Specialist to join our Operations team in Veracruz, Mexico. You will support drivers and customers via phone, chat, and email, resolve issues with urgency, and help maintain a high-quality customer experience.

You’ll monitor KPIs in Excel or Google Sheets, document tickets, and collaborate with Operations and cross‑functional teams to drive process improvements. Advanced English is required; Portuguese is a plus, and occasional weekend or holiday shifts may

Formación

• 1+ year of experience in Customer Support, Customer Service, Operations, or similar roles.
• Advanced English (written and spoken).
• Portuguese is a plus.
• Experience using ticketing platforms (Zendesk, Freshdesk, Intercom, Salesforce, or similar).
• Strong analytical skills and comfort working with KPIs.
• Proficiency in Excel or Google Sheets.
• Bachelor's degree completed or currently in progress.
• Excellent communication and interpersonal skills.
• Strong organizational skills with attention to detail.
• Ability to multitask and perform well in a fast-paced environment.
• Problem-solving mindset with a strong sense of ownership.
• Comfortable adapting to changing priorities and business needs.

Responsabilidades

• Deliver exceptional support to drivers and customers through phone, chat, and email
• Investigate, troubleshoot, and resolve operational issues with urgency and professionalism
• Accurately document and categorize support tickets
• Monitor operational KPIs using Excel or Google Sheets to identify trends and improvement opportunities
• Coordinate with Operations and other cross-functional teams to ensure timely issue resolution
• Follow and continuously improve Standard Operating Procedures (SOPs)
• Identify recurring issues and propose scalable, long-term solutions
• Support automation initiatives that improve operational efficiency
• Contribute to maintaining and expanding our internal knowledge base
• Provide feedback that helps improve both the customer and driver experience

Descripción del empleo

We are looking for a proactive and customer-focused Support Specialist to join our Operations team.

In this role, you'll be responsible for supporting our network of drivers and customers, ensuring issues are resolved quickly and efficiently while maintaining a high-quality customer experience. You'll collaborate with multiple teams, analyze operational trends, and contribute to continuous process improvements.

Note: Schedule flexibility is required, including occasional weekends or holidays when business needs demand.

What You'll Do

• Deliver exceptional support to drivers and customers through phone, chat, and email
• Investigate, troubleshoot, and resolve operational issues with urgency and professionalism
• Accurately document and categorize support tickets
• Monitor operational KPIs using Excel or Google Sheets to identify trends and improvement opportunities
• Coordinate with Operations and other cross-functional teams to ensure timely issue resolution
• Follow and continuously improve Standard Operating Procedures (SOPs)
• Identify recurring issues and propose scalable, long-term solutions
• Support automation initiatives that improve operational efficiency
• Contribute to maintaining and expanding our internal knowledge base
• Provide feedback that helps improve both the customer and driver experience

What We're Looking For

• 1+ year of experience in Customer Support, Customer Service, Operations, or similar roles, preferably in a technology company
• Advanced English (written and spoken)
• Portuguese is a plus
• Experience using ticketing platforms (Zendesk, Freshdesk, Intercom, Salesforce, or similar)
• Strong analytical skills and comfort working with KPIs
• Proficiency in Excel or Google Sheets
• Bachelor's degree completed or currently in progress
• Excellent communication and interpersonal skills
• Strong organizational skills with attention to detail
• Ability to multitask and perform well in a fast-paced environment
• Problem-solving mindset with a strong sense of ownership
• Comfortable adapting to changing priorities and business needs

Nice to Have

• Experience supporting logistics, transportation, mobility, or marketplace operations
• Experience working in remote and multicultural teams
• Familiarity with AI tools such as Claude, Gemini to improve productivity and customer support workflows