Jr Support Representative
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About the Role
We are looking for a proactive and customer-focused Support Specialist to join our Operations team.
In this role, you'll be responsible for supporting our network of drivers and customers, ensuring issues are resolved quickly and efficiently while maintaining a high-quality customer experience. You'll collaborate with multiple teams, analyze operational trends, and contribute to continuous process improvements.
Note: Schedule flexibility is required, including occasional weekends or holidays when business needs demand.
What You'll Do
Deliver exceptional support to drivers and customers through phone, chat, and email
Investigate, troubleshoot, and resolve operational issues with urgency and professionalism
Accurately document and categorize support tickets
Monitor operational KPIs using Excel or Google Sheets to identify trends and improvement opportunities
Coordinate with Operations and other cross-functional teams to ensure timely issue resolution
Follow and continuously improve Standard Operating Procedures (SOPs)
Identify recurring issues and propose scalable, long-term solutions
Support automation initiatives that improve operational efficiency
Contribute to maintaining and expanding our internal knowledge base
Provide feedback that helps improve both the customer and driver experience
What We're Looking For
1+ year of experience in Customer Support, Customer Service, Operations, or similar roles, preferably in a technology company
Advanced English (written and spoken)
Portuguese is a plus
Experience using ticketing platforms (Zendesk, Freshdesk, Intercom, Salesforce, or similar)
Strong analytical skills and comfort working with KPIs
Proficiency in Excel or Google Sheets
Bachelor's degree completed or currently in progress
Excellent communication and interpersonal skills
Strong organizational skills with attention to detail
Ability to multitask and perform well in a fast-paced environment
Problem-solving mindset with a strong sense of ownership
Comfortable adapting to changing priorities and business needs
Nice to Have
Experience supporting logistics, transportation, mobility, or marketplace operations
Experience working in remote and multicultural teams
Familiarity with AI tools such as Claude, Gemini to improve productivity and customer support workflows
Requisitos excluyentes
- Demonstrated ability to manage multiple support channels simultaneously while maintaining quality and responsiveness in fast-paced operational environments.
- Proven problem-solving mindset with ownership mentality, identifying root causes and proposing scalable solutions rather than temporary fixes.
- Strong communication skills in English, both written and spoken, with ability to clearly document issues and collaborate across cross-functional teams effectively.
- Proficiency with ticketing platforms such as Zendesk, Freshdesk, Intercom, or Salesforce for accurate ticket documentation and categorization.
- Advanced Excel or Google Sheets skills to monitor operational KPIs, analyze trends, and create data-driven reports for process improvements.
Requisitos deseables
- Experience working in remote and multicultural team environments, demonstrating adaptability and comfort with distributed collaboration tools.
- Demonstrated experience supporting logistics, transportation, mobility, or marketplace operations, understanding domain-specific challenges and workflows.
- Fluency in Portuguese language, written and spoken, to support bilingual driver and customer base effectively.
- Familiarity with AI tools such as Claude or Gemini to improve productivity and enhance customer support workflows and automation initiatives.
Sobre la empresa
About Draiver
Draiver is a leading logistics technology company transforming the way vehicles are moved across North America. Our self-learning platform connects businesses with a nationwide network of independent drivers, providing end-to-end solutions for vehicle transportation, real-time tracking, digital documentation, and seamless communication.
At Draiver, technology and operational excellence go hand in hand. We're building a team that enjoys solving problems, improving processes, and delivering an outstanding experience to our drivers and customers.