Customer Experience Project Specialist

About the Role

As an Associate Project Specialist, you will have a meaningful role at understanding opportunities in the Customer Experience and supporting the implementation of projects seeking to build the best experience for eaters and couriers during their interaction with us. The person will have a critical development role as it is not only about helping people resolve their issues, but about turning unhappy users into our most passionate evangelists.

The right candidate should be excited to thrive in a fast-paced, growing environment and be comfortable taking initiatives and leading high-impact, regional, and global projects. You should have strong analytical and problem-solving skills, excellent time-management and organizational habits, and the ability to clearly communicate and present information for stakeholders at all levels of the business.

What You'll Do

• Be a passionate advocate for our customers & partners (Eaters, Couriers, Merchants).
• Manage site operations (BPOs) in LatAm and empower them by offering outstanding support to our customers and partners.
• Ensure adherence from our agents to our policies and processes, and make sure we are providing the best support to our customers.
• Manage quality and C360 feedback/insights to ensure quality and consistency in the new policies.
• Have a heavy focus on solving problems with internal & external CommOps PoCs to deliver stellar outcomes.
• Continuous process improvement, advocating passionately on behalf of our community to influence the overall customer experience, and managing stakeholder relationships across the larger business to set the right expectations and deliver on them.
• Perform daily or weekly and ad hoc data analysis/deep dives to get insights on main customer experience opportunities aligned with the most relevant priorities.
• Work with Project Manager on implementing new Product launches and Operational Projects from the customer support perspective, by designing support policies and processes.
• Coordinate with other CommOps internal areas the creation of support resources for the launches.

• 1-3 years of work experience in continuous improvement/process-related roles or analytical roles.
• Strong written and verbal communication skills in English.
• Experience documenting processes and collecting and presenting data visually.
• Excellent organizational skills - You prioritize work to target the highest-impact issues first.
• Strong attention to detail with swift execution.
• Problem-solving mindset - the ability to self-serve, investigate, and get the data we require will make you much more effective in this role. A self-starter attitude is a must!
• Analytical mindset - You can diagnose problems to identify root cause issues.
• Ability to interact with internal and external stakeholders.
• Proactivity.
• Passionate and obsessed about our customers' experience.

• High-growth operations or startup experience.
• Familiarity with support/customer operations.
• SQL knowledge.
• Six Sigma, Change Management, and/or Project Management certifications.