Support Specialist – Operations (Fast-Paced & Impactful)

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

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