Support Specialist: Elevate Driver & Customer Experience

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

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.