Experienced Customer Support Analyst – Driving Operational Excellence and Customer Satisfaction at blithequark

At blithequark, we're revolutionizing urban mobility by creating a sustainable, efficient, and people-centric ecosystem. Our vision is to reduce private car ownership, promote eco-friendly transportation, and optimize routes to make cities more livable. We're not just passionate about this vision – we're working tirelessly to make it a reality. If you share our purpose, keep reading because... this is your chance to join us! About the Role As a Customer Support Analyst at blithequark, you'll play a crucial role in delivering exceptional customer experiences across our platforms. Our mission is to provide a safe, reliable, and superior service to all our audiences. To achieve this, we need to create high-value customer processes that are efficient, scalable, and customer-centric. That's where you come in! How You'll Help Us Achieve Our Mission As a Customer Support Analyst, you'll be responsible for: * Monitoring operations across all audiences and proactively identifying potential issues, incidents, and critical topics. * Resolving critical cases with a customer experience (CX) mindset. * Understanding the main pain points in the driver experience for each process and proposing improvements. * Identifying complex problems, breaking them down into simpler issues, and developing and leading action plans to address them. * Communicating the impacts and consequences of processes and decisions to other areas of the company. * Generating proposals for process improvements, both internally and externally, based on analysis work. * Presenting results, data analysis, trends, and opportunities for improvement. What We're Looking For We're seeking a highly analytical and data-driven individual with: * Experience in process design and redesign, creation of manuals, flowcharts, and management indicators. * More than 2 years of experience in operational process improvement, consulting, or related fields. * A customer-centric (CX) vision. * Strong analytical skills, with experience in problem-solving and data analysis. * Solid knowledge of statistical analysis, scenario simulation, and quantitative methods. * Excellent Microsoft Excel or Google Sheets skills. * Profound knowledge and experience in reporting packages (Business Objects, etc.), databases (SQL, Tableau, Power BI, etc.). What We Offer We're a team of happy, motivated, and flexible people. We offer: * A flexible schedule, remote work options, and full remote weeks. * A comprehensive health insurance plan (OSDE). * Discounts and benefits with Club LA NACIÓN. * Discounts on our Cabify app. * Recharge Day. * Cabify days. * Fun events to enjoy with your team. * A state-of-the-art work equipment to develop your skills. at blithequark If you're passionate about creating a better urban mobility experience, we want to hear from you! to become a part of our dynamic team and help us shape the future of transportation.