Customer Service Analyst I

Kovi

Providing excellent customer service to Kovi drivers through problem resolution and support. Collaborating with teams to enhance the driver experience in a dynamic environment.

Posted 5/26/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Deliver excellent support to Kovi partner drivers;
Turn negative experiences into positive ones through effective customer service;
Have in-depth knowledge of our plans, processes, and business model to answer questions;
Be responsible for finding the best solution for our drivers by coordinating with partner teams to ensure the best possible experience;
Act as the voice of our customers by compiling opportunities and insights to share with leadership to continuously improve the driver experience with Kovi;
Collaborate in creating and refining processes and initiatives that optimize the driver experience;
Work according to the defined shift schedule, remaining available to provide excellent hybrid support to our drivers.

Requirements

What you’ll need

Proficient in Microsoft Office and G Suite;
Previous experience in phone-based customer service/CX and written channels (both are a plus);
Technical or practical knowledge of vehicle mechanics is a competitive advantage;
Ability to communicate empathetically and concisely;
Flexibility and organization — we are a company in constant transformation and change is part of our day-to-day;
Ability to anticipate problems: we aim to be one step ahead when it comes to supporting our drivers;
Punctuality and responsibility; work under a predefined shift schedule and via online support channels;
Transformative mindset: always seeking new ways to deliver value;
Ability to collaborate effectively with a team and share knowledge;
Excellent verbal and written communication skills;
Analytical mindset with a focus on continuously improving current processes;

Benefits

Comp & perks

Life Insurance: To protect our greatest asset — our Kovers.
Health Plan: It’s important to take care of your health.
Dental Plan: For your healthy smile.
Flash Card: Meal and/or grocery allowance combined on a single card.
Partnership with SESC: Benefit available after 90 days of employment.
Public Transport Voucher or Fuel Allowance: You choose how you prefer to commute.
Support for parents: Daycare assistance, extended maternity leave of 180 days, and extended paternity leave of 20 days.
Wellhub: All Kovers are entitled to subsidized access to exercise programs supported by Kovi.
Kovenção: Company-wide meeting where Kovi leadership shares business updates with the entire organization.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Microsoft OfficeG Suitecustomer serviceCXvehicle mechanicsanalytical skills

Soft Skills

empathetic communicationflexibilityorganizationproblem anticipationpunctualityresponsibilitytransformative mindsetteam collaborationverbal communicationwritten communication