Experienced Customer Support Analyst – Driving Operational Excellence and Customer Satisfaction at blithequark
At blithequark, we're revolutionizing urban mobility by creating a sustainable, efficient, and people-centric ecosystem. Our vision is to reduce private car ownership, promote eco-friendly transportation, and optimize routes to make cities more livable. We're not just passionate about this vision – we're working tirelessly to make it a reality. If you share our purpose, keep reading because... this is your chance to join us!
About the Role
As a Customer Support Analyst at blithequark, you'll play a crucial role in delivering exceptional customer experiences across our platforms. Our mission is to provide a safe, reliable, and superior service to all our audiences. To achieve this, we need to create high-value customer processes that are efficient, scalable, and customer-centric. That's where you come in!
How You'll Help Us Achieve Our Mission
As a Customer Support Analyst, you'll be responsible for:
- Monitoring operations across all audiences and proactively identifying potential issues, incidents, and critical topics.
- Resolving critical cases with a customer experience (CX) mindset.
- Understanding the main pain points in the driver experience for each process and proposing improvements.
- Identifying complex problems, breaking them down into simpler issues, and developing and leading action plans to address them.
- Communicating the impacts and consequences of processes and decisions to other areas of the company.
- Generating proposals for process improvements, both internally and externally, based on analysis work.
- Presenting results, data analysis, trends, and opportunities for improvement.
What We're Looking For
We're seeking a highly analytical and data-driven individual with:
- Experience in process design and redesign, creation of manuals, flowcharts, and management indicators.
- More than 2 years of experience in operational process improvement, consulting, or related fields.
- A customer-centric (CX) vision.
- Strong analytical skills, with experience in problem-solving and data analysis.
- Solid knowledge of statistical analysis, scenario simulation, and quantitative methods.
- Excellent Microsoft Excel or Google Sheets skills.
- Profound knowledge and experience in reporting packages (Business Objects, etc.), databases (SQL, Tableau, Power BI, etc.).
What We Offer
We're a team of happy, motivated, and flexible people.
We offer
- A flexible schedule, remote work options, and full remote weeks.
- A comprehensive health insurance plan (OSDE).
- Discounts and benefits with Club LA NACIÓN.
- Discounts on our Cabify app.
- Recharge Day.
- Cabify days.
- Fun events to enjoy with your team.
- A state-of-the-art work equipment to develop your skills.
Join Our Team at blithequark
If you're passionate about creating a better urban mobility experience, we want to hear from you! Apply now to become a part of our dynamic team and help us shape the future of transportation. Apply for this job