About the Position

Customer Support Associate

Madrid

¿Quieres cambiar el mundo? Eso es exactamente lo que hacemos en Cabify. Trabajamos para que las ciudades sean mejores lugares para vivir, impulsando una movilidad más sostenible y eficiente que conecte a pasajeras/os y conductoras/es con solo pulsar un botón. Puede que algún día las ciudades no necesiten coches privados, pero hasta entonces… queda mucho por hacer. ¿Te sumas al viaje?

About Your Team

Formarás parte del equipo de Customer Operations, cuya misión es hacer operativas las promesas hacia las personas usuarias a través de procesos eficientes y fiables, materializando la propuesta de valor de un servicio seguro, fiable y superior para todas nuestras audiencias: pasajeras/os, conductoras/es, empresas y flotas. Dentro de esta vertical, el equipo de Support local y Canales de Ejecución se encarga de resolver dudas, consultas e incidencias a lo largo de todo el ciclo de vida del cliente, traduciendo situaciones complejas en experiencias ágiles y memorables.

Mission of the Role

Materializar la propuesta de valor de Cabify brindando a todas nuestras audiencias un servicio seguro, fiable y de calidad superior, ejecutando y resolviendo procesos de atención al cliente de alto valor agregado con eficiencia, empatía y escalabilidad.

How You Will Help Us Achieve Our Mission

Comprehensive Management and KPIs: Handle inquiries through omnichannel channels (Inbound, Outbound, Backoffice), ensuring compliance with Service Level Agreements (SLA) and operational metrics through the correct use of management tools.
User Experience: Provide a memorable, solution-oriented, and empathetic service to each user, guaranteeing timely and assertive responses at all points of contact.
Critical and Legal Cases: Manage, escalate, and follow up on critical situations or claims derived from consumer protection agencies, operating in direct coordination with the Legal team.
Compliance and Security: Ensure strict application of personal data protection regulations, company anti-fraud policies, and operational protocols of the area.
Continuous Improvement and Reporting: Maintain updated technical knowledge about our products by participating in training sessions, and quickly report technical incidents to activate the necessary contingency plans.

What We Are Looking For

Experience: Minimum of 2 years managing customer support, support in contact centers, handling complaints, or similar roles in fast-paced environments.
Education: Completed university degree or advanced studies (Business Administration, Business, Communication, Industrial Organization Engineering, or related fields).
Management Tools: Proven use of ticketing and omnichannel support platforms such as Zendesk, Talkdesk, Zopim, or equivalent software.
Office Skills: Intermediate proficiency in office tools and collaborative environments in the cloud (Google Workspace or Microsoft Office).
Key Competencies: Strong service orientation, empathy, excellent verbal and written communication, results-oriented, and operational self-sufficiency.

Why Cabify Is Your Best Option

Si te sumas a Cabify, encontrarás un entorno de trabajo dinámico, lleno de retos y oportunidades para crecer profesionalmente, junto a un equipo que comparte tu pasión por la excelencia y la innovación:

📝 Contrato indefinido desde el primer día.
🌍 Flexibilidad horaria: margen flexible en la hora de entrada y salida para que te organices a tu ritmo.
💸 Crédito mensual en la App Cabify.
👩🏽‍🎓 Presupuesto anual para formación y programas de desarrollo personal.
💰 Planes de retribución flexible en tickets restaurant, transporte, seguro médico y guarderías.
🎟️ Descuentos en diferentes restaurantes, tiendas y gimnasios.
🐶 Oficina pet-friendly (con sala de mascotas para que no dejes a tu peludo amigo en casa).
🖥️ Equipo de trabajo completo (tú solo tienes que poner tu talento).
🍇 Excelente ambiente de trabajo: espacios con fruta fresca, café gratis y eventos divertidos con todo el equipo.

Cabify se enorgullece de ser un lugar de trabajo con igualdad de oportunidades. Celebramos la diversidad y estamos comprometidos con crear un entorno inclusivo para todas las personas, independientemente de su origen, género, religión, orientación, edad o capacidad. ¡Únete a nosotros!

Application Process

When you apply to a job on this site, the personal data contained in your application will be collected by Maxi-Mobility which is located in Madrid, Spain. Controller’s data protection officer can be contacted at [email protected]. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards under the standard contractual clauses.

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have the right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.

Customer Support Associate

Job description