Customer Support Specialist
Há 24 horas
At Billor, short for "Bill of Rights," we are building the largest trucking ecosystem in the U.S., dedicated to supporting truck drivers. By combining FinTech, Technology, and Freight Management, we empower drivers to achieve truck ownership and a better quality of life. Our mission is rooted in freedom, responsibility, and efficiency, enabling drivers to maximize productivity and enjoy more time with their families.
About the role
If you are passionate about Customer Support and want to make a difference in the daily lives of drivers and customers, join our team
Responsibilities
Hold welcome calls for new drivers, ensuring they understand the processes and have the tools they need to succeed
Monitor and manage drivers' rest time, providing support when necessary
Assist drivers with issues related to supplies and proactively resolve possible problems
Conduct regular calls with active drivers for follow-up and problem resolution
Satisfaction survey (CSAT and NPS): Conduct surveys to measure the level of satisfaction of drivers and customers, ensuring that feedback is addressed and implemented
Plan and execute campaigns to increase driver engagement and retention
Manage communication and monitoring of vehicle safety and maintenance campaigns
Develop and send mass communications to keep drivers and customers informed about important updates
Create and share training materials for drivers and customers
Monitor and update driver rankings based on performance metrics, creating gamification
Collect feedback from drivers after cancellation, seeking to identify improvements in the process
Manage the contract termination process and ensure completion of all termination step
Experience in Customer Success and proactive customer service
Qualifications
Fluent in English, Portuguese and Spanish
Fluency in Brazilian Portuguese (speaking, reading, and writing)
Previous experience in Customer Support, preferably in the transport or logistics sector
Ability to manage customer relationships and resolve problems
Ability to analyze data and use metrics like CSAT and NPS
Excellent communication and organization skills
Proactivity and focus on results
Extra detailsOn-site in Joinville, SC
Health and dental plan
Paid vacation
Holidays off
Flash card (supermarket and restaurants)
Annual bonus based on both company and individual performance
Eligibility to the LTIP (Long Term Incentive Plan)
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