Customer Support Specialist at Cabify

📍 Job Overview

Job Title: Customer Support Specialist
Company: Cabify
Location: Madrid, Community of Madrid, Spain
Job Type: Hybrid
Category: Customer Support
Date Posted: 2025-07-24
Experience Level: 0-2 years
Remote Status: On-site/Hybrid

🚀 Role Summary

Key Responsibilities: Ensure product value proposition through customer feedback, manage continuous improvement projects, and monitor KPIs.
Key Skills: Customer orientation, analytical skills, process planning, organization skills, problem-solving, continuous improvement, empathy, strategic vision, and communication skills.

📝 Enhancement Note: This role focuses on customer support and continuous improvement, requiring strong customer orientation and analytical skills to drive product value and enhance customer experience.

💻 Primary Responsibilities

Customer Feedback Analysis: Listen to customer feedback, identify improvement opportunities, and ensure product value proposition.
Project Management: Manage continuous improvement projects in support processes, focusing on real impact on customer experience.
Process Design: Design local procedures and flows to define clear agent actions for efficient customer support.
KPI Monitoring: Monitor and ensure the fulfillment of Service Level Agreements (SLAs), and track their impact on Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
Tool Management: Monitor the use of customer support tools (like Zendesk, CRM, etc.) to identify errors, omissions, or inefficiencies affecting results.
Team Collaboration: Participate in weekly alignment meetings, contributing customer insights and operational insights to optimize processes, tools, and resources.

📝 Enhancement Note: This role requires a balance of customer focus, analytical skills, and project management capabilities to drive continuous improvement and enhance customer experience.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Marketing, or a related field. Relevant work experience may substitute for formal education.

Experience: Proven experience in customer support, project management, or a related role.

Required Skills:

Excellent communication skills
Strong analytical skills
Process planning and organization skills
Problem-solving and continuous improvement mindset
Customer orientation with empathy and strategic vision
Affinity with Cabify's principles and culture

Preferred Skills:

Experience with customer support tools (Zendesk, CRM, etc.)
Familiarity with project management methodologies (Agile, Scrum, etc.)
Knowledge of customer support metrics (NPS, CSAT, etc.)

📝 Enhancement Note: This role requires a strong combination of customer orientation, analytical skills, and project management capabilities, with a preference for experience in customer support and relevant tools.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Support Projects: Highlight successful customer support projects, demonstrating problem-solving, process improvement, and customer satisfaction enhancement.
Project Management: Showcase projects that illustrate your ability to manage continuous improvement initiatives, monitor KPIs, and ensure SLA fulfillment.
Customer Feedback Analysis: Present examples of customer feedback analysis, highlighting insights gained and actions taken to improve customer experience.

Technical Documentation:

Process Documentation: Provide documentation of local procedures and flows designed to ensure efficient customer support.
KPI Tracking: Demonstrate your ability to track and report on KPIs, with a focus on NPS, CSAT, and SLA fulfillment.
Tool Management: Showcase your experience with customer support tools, highlighting any improvements or optimizations made to enhance tool efficiency.

📝 Enhancement Note: This role requires a strong portfolio demonstrating customer support, project management, and analytical skills, with a focus on customer experience enhancement and process improvement.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Madrid, Spain, is approximately €24,000 - €30,000 per year, based on experience and company standards.

Benefits:

Indefinite contract
Competitive salary
Recharge Day
Flexible schedule and hybrid work model
Monthly credit for Cabify App
Access to Coursera
Flexible compensation plans
Discounts on restaurants, stores, and gyms
Pet-friendly office
Work equipment provided
Energy recharge spaces with fruit and coffee

Working Hours: Full-time, 40 hours per week, with flexible scheduling and a hybrid work model.

📝 Enhancement Note: The salary range and benefits package are based on regional standards and company-specific information, with a focus on work-life balance and professional development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Cabify operates in the ride-hailing and urban mobility sector, focusing on improving cities through better mobility solutions.

Company Size: Cabify is a mid-sized company, with a team of over 500 employees, providing ample opportunities for collaboration and growth.

Founded: Cabify was founded in 2011, with a mission to make cities better places to live by improving urban mobility.

Team Structure:

Customer Support: The customer support team is responsible for ensuring customer satisfaction and driving continuous improvement in support processes.
Reporting Structure: The Customer Support Specialist reports directly to the Customer Support Manager.
Cross-Functional Collaboration: The customer support team works closely with other departments, such as marketing, product, and operations, to ensure customer needs are met and to drive product improvement.

Development Methodology:

Agile/Scrum: Cabify uses Agile methodologies, such as Scrum, to manage customer support projects and drive continuous improvement.
Customer Feedback Integration: Customer feedback is integrated into the development process to ensure products meet customer needs and expectations.
Cross-Functional Collaboration: Customer support teams work closely with other departments to ensure customer needs are met and to drive product improvement.

Company Website: Cabify Website

📝 Enhancement Note: Cabify's company culture emphasizes customer focus, continuous improvement, and collaboration, with a strong emphasis on urban mobility and sustainability.

📈 Career & Growth Analysis

Customer Support Career Level: The Customer Support Specialist role is an entry- to mid-level position, focusing on driving customer satisfaction and continuous improvement in support processes.

Reporting Structure: The Customer Support Specialist reports directly to the Customer Support Manager, with opportunities for growth into senior customer support roles or related positions.

Technical Impact: The Customer Support Specialist has a significant impact on customer experience, driving product improvement and ensuring customer satisfaction.

Growth Opportunities:

Senior Customer Support Roles: With experience and proven performance, Customer Support Specialists can advance to senior roles, managing teams and driving strategic customer support initiatives.
Related Positions: Customer Support Specialists can transition into related roles, such as product management, marketing, or operations, leveraging their customer focus and analytical skills.

📝 Enhancement Note: Cabify offers clear career progression paths for Customer Support Specialists, with opportunities for growth into senior roles or related positions within the company.

🌐 Work Environment

Office Type: Cabify's offices are modern, collaborative workspaces designed to foster creativity and productivity.

Office Location(s): Cabify's headquarters are located in Madrid, Spain, with additional offices in other major cities across Europe, Latin America, and Africa.

Workspace Context:

Collaborative Environment: Cabify's offices are designed to encourage collaboration and teamwork, with open-plan workspaces and dedicated meeting rooms.
Work Equipment: Cabify provides modern work equipment, including laptops, monitors, and software tools, to ensure optimal productivity.
Cross-Functional Interaction: Customer Support Specialists work closely with other departments, such as marketing, product, and operations, to ensure customer needs are met and to drive product improvement.

Work Schedule: Cabify offers a hybrid work model, with employees working on-site and remotely, depending on their role and preferences. The work schedule is flexible, with core hours between 10:00 AM and 04:00 PM.

📝 Enhancement Note: Cabify's work environment emphasizes collaboration, flexibility, and modern workspaces, with a focus on driving customer satisfaction and product improvement.

📄 Application & Technical Interview Process

Interview Process:

Screening: A brief phone or video call to assess communication skills and cultural fit.
Technical Assessment: A case study or project-based assessment, focusing on customer support processes, project management, and analytical skills.
Behavioral Interview: A structured interview to evaluate problem-solving skills, customer orientation, and cultural fit.
Final Assessment: A final interview with the hiring manager to discuss career growth and make a final hiring decision.

Portfolio Review Tips:

Customer Support Projects: Highlight successful customer support projects, demonstrating problem-solving, process improvement, and customer satisfaction enhancement.
Project Management: Showcase projects that illustrate your ability to manage continuous improvement initiatives, monitor KPIs, and ensure SLA fulfillment.
Customer Feedback Analysis: Present examples of customer feedback analysis, highlighting insights gained and actions taken to improve customer experience.
Company-Specific Context: Tailor your portfolio to Cabify's customer support processes, tools, and metrics, demonstrating your understanding of the role and company culture.

Technical Challenge Preparation:

Customer Support Scenarios: Practice common customer support scenarios, focusing on active listening, empathy, and problem-solving.
Project Management Techniques: Brush up on project management methodologies, such as Agile or Scrum, and prepare examples of your experience with relevant tools.
Analytical Skills: Refresh your analytical skills, focusing on data interpretation, KPI tracking, and process improvement.

ATS Keywords: Customer support, project management, process improvement, customer satisfaction, customer feedback, KPI tracking, SLA fulfillment, Agile, Scrum, continuous improvement, urban mobility, ride-hailing.

📝 Enhancement Note: Cabify's interview process focuses on assessing customer support skills, project management capabilities, and analytical skills, with a strong emphasis on cultural fit and career growth potential.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Zendesk: Cabify uses Zendesk as its primary customer support platform, enabling ticket management, customer interaction, and workflow automation.
CRM: Cabify uses a Customer Relationship Management (CRM) system to track customer interactions, manage customer data, and drive customer satisfaction.
Other Tools: Cabify may use additional tools, such as project management software (e.g., Jira, Asana) and analytics platforms (e.g., Google Analytics), depending on the role and team requirements.

Development & DevOps Tools:

Git: Cabify uses Git for version control and collaboration, enabling efficient code management and deployment.
CI/CD Pipelines: Cabify employs continuous integration and continuous deployment (CI/CD) pipelines to automate testing, build, and deployment processes.
Monitoring Tools: Cabify uses monitoring tools, such as Prometheus or Datadog, to track system performance, identify issues, and ensure service availability.

📝 Enhancement Note: Cabify's technology stack focuses on customer support, project management, and analytics tools, with a strong emphasis on collaboration, automation, and continuous improvement.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Cabify prioritizes customer satisfaction, with a strong emphasis on understanding customer needs and exceeding expectations.
Continuous Improvement: Cabify fosters a culture of continuous improvement, encouraging team members to identify opportunities for growth and drive change.
Collaboration: Cabify values teamwork and cross-functional collaboration, with a strong emphasis on working together to achieve common goals.
Innovation: Cabify encourages creativity and innovation, with a strong emphasis on driving progress and improvement in urban mobility.

Collaboration Style:

Cross-Functional Integration: Customer support teams work closely with other departments, such as marketing, product, and operations, to ensure customer needs are met and to drive product improvement.
Code Review Culture: Cabify encourages a culture of code review and peer programming, with a strong emphasis on knowledge sharing and continuous learning.
Knowledge Sharing: Cabify fosters a culture of knowledge sharing, with regular training sessions, workshops, and team-building activities.

📝 Enhancement Note: Cabify's customer support culture emphasizes customer focus, continuous improvement, collaboration, and innovation, with a strong emphasis on teamwork and knowledge sharing.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Support Scenarios: Customer support specialists must be prepared to handle a wide range of customer inquiries, complaints, and feedback, requiring strong problem-solving skills and adaptability.
Process Improvement: Customer support specialists must be able to identify inefficiencies in support processes, develop improvement plans, and drive change to enhance customer experience.
KPI Tracking: Customer support specialists must be proficient in tracking and analyzing KPIs, with a strong emphasis on data-driven decision-making and process optimization.
Emerging Technologies: Customer support specialists must stay up-to-date with emerging technologies and trends in urban mobility, with a strong emphasis on continuous learning and adaptation.

Learning & Development Opportunities:

Senior Customer Support Roles: With experience and proven performance, Customer Support Specialists can advance to senior roles, managing teams and driving strategic customer support initiatives.
Related Positions: Customer Support Specialists can transition into related roles, such as product management, marketing, or operations, leveraging their customer focus and analytical skills.
Conferences & Certifications: Cabify encourages professional development, with opportunities to attend industry conferences, obtain relevant certifications, and participate in training programs.

📝 Enhancement Note: Cabify offers numerous challenges and growth opportunities for Customer Support Specialists, with a strong emphasis on continuous learning, adaptation, and career progression.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Prepare for common customer support scenarios, focusing on active listening, empathy, and problem-solving.
Process Improvement: Brush up on process improvement methodologies, such as Lean Six Sigma or Plan-Do-Check-Act (PDCA), and prepare examples of your experience with relevant tools.
KPI Analysis: Refresh your analytical skills, focusing on data interpretation, KPI tracking, and process improvement.

Company & Culture Questions:

Customer Support Culture: Research Cabify's customer support culture, focusing on customer focus, continuous improvement, collaboration, and innovation.
Company-Specific Context: Familiarize yourself with Cabify's customer support processes, tools, and metrics, demonstrating your understanding of the role and company culture.
Career Growth: Prepare thoughtful questions about career growth opportunities, focusing on senior customer support roles and related positions within the company.

Portfolio Presentation Strategy:

Customer Support Projects: Highlight successful customer support projects, demonstrating problem-solving, process improvement, and customer satisfaction enhancement.
Project Management: Showcase projects that illustrate your ability to manage continuous improvement initiatives, monitor KPIs, and ensure SLA fulfillment.
Customer Feedback Analysis: Present examples of customer feedback analysis, highlighting insights gained and actions taken to improve customer experience.
Company-Specific Context: Tailor your portfolio to Cabify's customer support processes, tools, and metrics, demonstrating your understanding of the role and company culture.

📝 Enhancement Note: Cabify's interview process focuses on assessing customer support skills, project management capabilities, and analytical skills, with a strong emphasis on cultural fit and career growth potential.

📌 Application Steps

To apply for this Customer Support Specialist position at Cabify:

Submit your application: Click the application link provided in the job listing.
Tailor your resume: Highlight your relevant experience in customer support, project management, and analytical skills, with a focus on process improvement, customer satisfaction, and data-driven decision-making.
Prepare your portfolio: Showcase your successful customer support projects, project management initiatives, and customer feedback analysis, demonstrating your problem-solving skills, process improvement, and customer satisfaction enhancement.
Research Cabify: Familiarize yourself with Cabify's customer support culture, processes, tools, and metrics, demonstrating your understanding of the role and company culture.
Prepare for interviews: Brush up on common customer support scenarios, process improvement methodologies, and KPI analysis, focusing on active listening, empathy, and problem-solving.

Customer Support Specialist