Hybrid Customer Support Analyst I

at Kovi

• Job title: Customer Support Analyst I
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Customer Support Agent providing excellent assistance to Kovi's drivers and solution seeking. Reversing negative experiences to positive and ensuring best practices in service.

Responsibilities

• Provide excellent customer service to Kovi's partner drivers;
• Turn negative experiences into positive ones through effective support;
• Have a deep knowledge of our plans, processes, and business model to clarify questions;
• Be responsible for finding the best solution for our drivers, coordinating with partner teams to ensure the best possible experience;
• Act as the voice of our customers, compiling opportunities and feedback to take to leadership so we remain focused on improving the driver experience with Kovi;
• Collaborate in creating and improving processes and initiatives that optimize the driver experience;
• Work according to the defined schedule, remaining available to provide excellent hybrid (onsite and remote) support to our drivers.

Requirements

• Proficiency in Microsoft Office and G Suite;
• Previous experience in phone-based customer service/CX and written channels (both are a plus);
• Technical or hands-on knowledge of vehicle mechanics is a competitive advantage;
• Ability to communicate empathetically and concisely;
• Flexibility and organizational skills — we are a company in constant transformation and change is part of our daily routine;
• Proactive problem-solving skills: we aim to stay one step ahead when assisting our drivers;
• Punctuality and responsibility; work under a predefined shift schedule and through online support channels;
• Transformative mindset: always seeking new ways to deliver results;
• Ease working in a team and sharing knowledge;
• Excellent verbal and written communication skills;
• Analytical with a focus on continuously improving current processes;

Benefits

• Life Insurance: To protect our greatest asset — our Kovers.
• Health Plan: It's important to take care of your health and well-being.
• Dental Plan: So you can keep your bright smile!
• Flash Card: Your meal (VR) and/or food (VA) allowance on a single card — because, as the saying goes, you can't function on an empty stomach!
• Partnership with SESC: Access to benefits after 90 days of employment.
• Transportation Voucher or Fuel Allowance: The choice of how you move is yours.
• Family benefits: Childcare assistance, extended maternity leave of 180 days, and extended paternity leave of 20 days.
• Wellhub: All Kovers are entitled to exercise with part of the cost subsidized by Kovi.
• "Kovenção": The meeting where Kovi leadership meets with the entire company to keep everyone updated on the business status.