Customer Support & Operations Specialist responsible for escalations and city launch readiness with a travel tech startup. Enhancing guest and driver experiences at Welcome while supporting operations.
About the role
- Handle customer support across social media and online channels, managing tickets and escalations. Monitor KPIs, use Buzzmonitor and Hugme for social CRM, and prepare dashboards and presentations for leadership.
Responsibilities
- Responsible for handling customer inquiries across Instagram, Facebook, X, Google Business Profile (Google My Business), Reclame AQUI, PROCON (online) and the Contact Us inbox (email), generating follow-up tickets for cases that require operational resolution, including analysis of negative comments on social media.
- Interact with tickets delivering empathetic, timely responses aligned with the brand's tone of voice across all support channels.
- Use the Buzzmonitor platform for monitoring, triage and direct social media engagement. Use the Hugme platform for full management, response and follow-up of complaints registered on Reclame AQUI.
- Collect, validate and analyze data to continuously track the Customer Service area's key performance indicators (KPIs).
- Create materials and visual presentations of results and insights (dashboards and PPTs) for leadership and business areas.
Requirements
- Proficiency in social listening and social CRM tools (advantage: Buzzmonitor and Hugme/Reclame AQUI).
- Intermediate knowledge of Excel (or Google Sheets) and PowerPoint (or Google Slides).
- Knowledge of service workflows, ticket classification (Level 1, 2 and 3) and SLA management methodologies.
Benefits
- Meal allowance
- Transportation allowance
- Health insurance
- Dental insurance
- Life insurance
- Performance-based profit sharing (PLR) tied to targets
- Pharmacy benefit program
- Discount partnerships with educational institutions
- Discount partnerships with entertainment companies
- Payroll-deductible loan (consigned loan)
- TotalPass
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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