Billor

Customer Support Analyst

Billor

full-time

Posted on:

Location Type: Remote

Location: Brazil

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About the role

  • Hold welcome calls for new drivers, ensuring they understand processes and have the tools they need to succeed
  • Monitor and manage drivers' rest periods, providing support when necessary
  • Assist drivers with supply-related issues and proactively resolve potential problems
  • Conduct regular check-in calls with active drivers for follow-up and issue resolution
  • Conduct satisfaction surveys for drivers and customers, ensuring feedback is addressed and implemented
  • Plan and execute campaigns to increase driver engagement and retention
  • Coordinate communications and monitor vehicle safety and maintenance campaigns
  • Create and distribute mass communications to keep drivers and customers informed about important updates
  • Develop and share training materials for drivers and customers
  • Monitor and update driver rankings based on performance metrics and implement gamification elements
  • Collect feedback from drivers after cancellations to identify process improvements
  • Manage the contract termination process and ensure completion of all termination steps

Requirements

  • Fluent in English and Brazilian Portuguese (spoken, written, and read)
  • Previous experience in Customer Support
  • Proven ability to manage customer relationships and resolve issues
  • Ability to analyze data and use metrics such as CSAT and NPS
  • Excellent communication and organizational skills
  • Proactive and results-oriented mindset
  • Availability to work the night shift (9:00 PM – 9:00 AM)
Benefits
  • Health and dental insurance
  • Paid vacation
  • Public holidays off
  • Parental leave
  • Wedding leave
  • Prepaid card for supermarkets and restaurants (Flash card)
  • Total Pass Clude Saúde
  • Annual bonus based on company and individual performance
  • Eligibility for the LTIP (Long Term Incentive Plan)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysiscustomer supportperformance metricsCSATNPS
Soft Skills
communicationorganizationalproactiveresults-orientedcustomer relationship management