Customer Support Coordinator
Core
Leading a team of CX analysts and acting as the main liaison with the Contact Center to ensure SLAs and quality standards are met for passengers, drivers, and corporate clients.
Role type
Senior Customer Support Team Lead
Builds
Customer support operations and CX efficiency initiatives
Domain
Mobility / Ride-hailing
Deliverable
dashboards & analysis
Required skills
Team leadership, Customer Experience strategy, Problem solving, Project management, Business Intelligence tools, AI workflow implementation
Preferred skills
Experience in CX/Operations management
Technologies
Tableau, Power BI, Looker, Google Drive, Office Suite
Responsibilities
Lead and develop a team of CX analysts, coordinate with the Contact Center to meet SLAs, escalate operational incidents, and lead strategic efficiency projects.
Seniority
Senior, hands-on IC with team leadership