Onboarding and Customer Success Representative

Company Overview:
If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.
We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).
To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world's leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.
Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.
LI-Hybrid
Team Overview:
Role Responsibilities:
- Customer Onboarding- Welcome new customers and guide them through the initial setup or activation process.
- Provide clear and customized instructions, walkthroughs, and orientation sessions.
- Coordinate internal stakeholders when technical support or integration is required.
- Early Customer Engagement & Activation- Monitor onboarding milestones and proactively follow up to ensure timely progression.
- Identify potential blockers or confusion points and provide timely solutions.
- Ensure customers are set up to successfully use key features and achieve first value.
- Support & Issue Resolution- Serve as the first point of contact for post-signup inquiries and support needs.
- Document and escalate issues to relevant teams as needed, following up on resolution.
- Provide feedback to the product and operations teams based on customer input.
- Customer Success & Retention Alignment- Reinforce value propositions and key benefits throughout the onboarding process.
- Support smooth handoff to long-term customer success or account teams.
- Track activation and early usage metrics to identify at-risk customers.
- Process & Continuous Improvement- Maintain onboarding documentation, scripts, and workflows.
- Share learnings and feedback with the Inside Sales and Enablement teams to refine onboarding journeys.
- Contribute to the development of onboarding content, FAQs, and help center materials.
Key Deliverables:
- Onboarding completion metrics and time-to-first-value reports
- Customer activation tracking and early health indicators
- Updated onboarding scripts, checklists, and materials
- Weekly feedback summaries and improvement proposals
Role Qualifications:
Key Attributes We Value:
- High resilience and emotional intelligence; able to handle rejection without losing momentum
- Strong listening skills and curiosity
- Enthusiastic and high-energy communication style
- Team player who thrives in collaborative and fast-paced environments
Qualifications:
- 1-3 years of experience in customer success, onboarding, or account management
- Strong communication and interpersonal skills
- Ability to manage multiple onboarding journeys simultaneously
- Familiarity with CRM tools and customer support platforms
Preferred Skills:
- Experience in SaaS or platform-based services
- Background in CX or service design thinking
- Proactive problem-solving and customer-first mindset
Competencies:
- Empathy & Communication
- Organizational Agility
- Customer-Centric Thinking
- Process Adherence
- Problem Resolution
**What we really want to see in you:
- Strategic thinking with the ability to also go deep on the details and analysis. Hands on execution and continuous improvement mindset.
- Data, data and more data - Come with examples and show us with hard driven facts what you have accomplished in the past.
- Must be customer-centric and can develop creative solutions to various complex problems.
- Ownership and end to end accountability, with a protagonist attitude
- Clear examples in management roles where YOU drove change, innovated and motivated your team.
- We need team players, not solo artists. Tell us about your team's accomplishments
EEO Statement:
- We create customer value - We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
- We are data-driven - We are strong believers in making informed decisions, that's why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
- We believe in Win-win Collaboration

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