CX & Relationship Specialist

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

Customer experience is fundamental to providing a great experience for the millions of people who use our services. Our team is BIG, collaborative, and full of people passionate about building exceptional journeys for our users.

In this position, you will be a hands-on driver of our success. You will dive deep into our operational workflows, using your analytical skills to map complex processes, uncover critical insights from data, and help manage the strategic projects that directly enhance our user experience. We're seeking a natural problem-solver who is passionate about striking a balance between experience and efficiency, and loves transforming complex challenges into straightforward, scalable solutions.

Role Responsibilities

• Executing and playing key roles in Customer Experience projects, ensuring tasks are delivered on time and aligned with the area's strategic objectives.

• Mapping, analyzing, documenting, and optimizing internal Customer Service processes, identifying bottlenecks and improvement opportunities with a focus on clarity and efficiency.

• Supporting the implementation of governance frameworks for initiatives and processes, helping to monitor success metrics (KPIs) and maintain clear documentation.

• Actively collaborating with stakeholders and teams from different countries to ensure the successful implementation and integration of the area's processes and projects.

• Analyzing operational data and customer feedback to provide actionable insights that inform new projects or process redesigns.

• Investigating and solving moderately complex operational problems by identifying root causes and proposing robust, data-driven solutions.

• Contributing to a culture of continuous improvement by actively participating in the adoption of best practices in process and project management.

Role Qualifications

• Advanced in English, with excellent verbal and written communication skills.

• Proven 3+ years of experience in areas such as Customer Experience, Operations, Project Management, or Process Consulting, preferably in technology companies or with digital operations.

• Solid hands-on experience in project management.

• Deep knowledge and practical experience in process mapping and optimization.

• Strong analytical and problem-solving skills, with the ability to translate diverse data sets and business needs into clear and executable action plans.

• Excellent communication and collaboration skills, with an ability to work effectively with team members and stakeholders at all levels.

• Proactive, organized profile, with autonomy to manage multiple priorities, meet deadlines, and a hands-on mentality.

• Customer-centric mindset and a passion for creating efficient and scalable solutions that improve the user experience.

• Advanced knowledge of Excel or other data analysis and management tools.

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 – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

This is our ongoing journey, with much more still to come.

  We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD). 
I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on

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