MX Jr Support Representative

Draiver; Mexico; On-site; PHP 240,000 - 480,000; Full time

Job summary

Draiver is seeking a proactive Support Specialist to join our Operations team in the Philippines. You will support drivers and customers across phone, chat, and email, resolving issues quickly while delivering high-quality service.

The role requires 1+ year in customer support, strong English, and familiarity with ticketing platforms; proficiency in Excel or Google Sheets is a plus. A Bachelor's degree is preferred, and experience with logistics or mobility platforms is a bonus.

Qualifications

• 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.

Responsibilities

• 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 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

Skills

Advanced English

Excellent communication

Analytical skills

Excel/Google Sheets

Multitasking

Education

Bachelor's degree (completed or in progress)

Tools

Zendesk

Freshdesk

Intercom

Salesforce

Job description

About the Role

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