Hey, it's time for you to join us showing the world we are the company that is changing paradigms, where we revolutionize the hours, minutes and seconds!

Do you want to know why Rappi?

⭐️ WE SEE OPPORTUNITIES where others see problems

⭐️ WE SEE CLOSE where others see distance

⭐️ WE SEE ADRENALINE where others see pressure.

Join a team where we are all capable of EVERYTHING, where we all have the same opportunities, regardless of gender identity, race, religion, nationality, age, disability, training or experience.

Did you like what you have read so far? Find out how you will deliver magic together with us through your Rappi mission 🧡

Check out how it will impact our ecosystem:

We are seeking a highly motivated and results-driven Manager to join our team. This person will lead the Live Operations Team (Customer Service) in the Latin American market. Its mission is focused on effectively addressing the most pressing challenges faced by our valued users, delivery drivers and partners through various communication channels, such as chat, phone and email, with the main goal of ensuring an exceptional experience for everyone. The ideal candidate will have strong analytical skills, excellent communication skills, and a passion for understanding the team and customer needs and expectations.

As part of Rappi, you will be responsible for:

• 1. Lead and develop high-performance teams by promoting a focus on Rappi's virtues.

• 2. Define strategies to enhance the experience of the user, riders and partners

• 3. Constantly build and strengthen effective relationships with peers, team, leaders and stakeholders, to enhance business priorities.

• 4. Monitor performance metrics (conversion, escalation rate, AHT, QA, retention, CSAT) of your team and operate at the lowest level of detail to understand and influence results.

• 5. Identify drivers of poor performance and root causes of poor experiences and represent the voice of the customer internally to drive continuous improvements in collaboration with Product, technology and strategy teams

• 6. Collaborate closely with internal teams to implement initiatives based on customer feedback

• 7. Track and measure the improvements implemented to ensure desired outcome on metrics

Good and now, what are the requirements for me to be part of this neon universe?

• Bachelor's degree in Business Administration, Marketing, Statistics, or a related field.

• 5+ years of proven managerial experience, with a track record of success in team leadership and operation management.

• Strong analytical skills and problem solving skills

• Strong verbal and written communication skills, with the ability to present findings clearly and effectively.

• Ability to work independently and as part of a team, with a strong work ethic and attention to detail.

• Ability to multitask, prioritize tasks and meet deadlines in a fast paced environment

• Commitment to promoting a positive work culture and fostering employee engagement

• Fluent Spanish.

Nice to have:

• Direct experience with Customer Support operations

• Experience working with BPOs

• Fluent in Portuguese and/or English, writing and speaking

Worker type:

Regular

Company:

Rappi Technology Colombia

For more information check our website https://about.rappi.com/es and check our reviews on Glassdoor https://acortar.link/Eqm07Q

we are waiting for you to build and deliver the magic together! #Rappi 🧡