CX & Relationship Coordinator

Description

Company Overview: If technology exists for you to improve life's journey, it does so for our team too: Your Journey, Our Path. We believe in technology that connects talented people doing meaningful work and embraces diversity to create and share even the paths we (still!) don’t yet know. We work to generate value—not only for our users but, above all, for the communities we serve and society as a whole—making people’s lives better through services that simplify daily life—whether mobility and delivery services (99) or digital payments (99Pay). To simplify the lives of millions every day, since 2018 we have been part of DiDi Global Inc., the world’s largest ride-hailing and mobility technology platform. We are pioneers in developing innovative solutions born in Brazil that scale to deliver positive impact across more than 12 countries where DiDi operates. These innovations span sustainability, safety, artificial intelligence, financial markets, and much more. Whether building projects from scratch or enhancing our existing solutions, we embrace challenges that give us butterflies—and that’s why we operate at a fast pace, grounded in respect, collaboration, and good humor. On this journey, we also grow stronger through diverse experiences and perspectives, learning together, failing fast, adapting our path, and creating solutions that yield ever-better results. \#LI\-Hybrid Team Overview: As a Coordinator, you will be the strategist behind our reputation algorithm. Your mission is to ensure operations maintain the highest levels of excellence (focused on the RA1000 Seal), while optimizing processes to prevent critical backlog. Our team safeguards user trust in 99Pay. We operate in a fast-paced fintech environment where transparency and agility are keys to success. We work directly with an external BPO partner, and our challenge is to ensure every interaction on the platform is not merely a technical resolution—but a personalized experience that delights customers and protects our company. Role Responsibilities: * Performance Management (KPIs): Monitor and elevate the four pillars of reputation: Response Rate, Resolution Rate, Consumer Rating, and "Would Do Business Again". * Operational Efficiency & Backlog: Implement intelligent handling workflows (triage by severity) to ensure speed without compromising quality. * BPO Management: Lead and train the third-party team to move beyond robotic responses, ensuring autonomy and personalized, empathetic writing. * Strategic Moderation: Master the Moderation Manual to confidently remove inappropriate reviews (e.g., fraud cases or third-party complaints). * Continuous Improvement: Identify recurring process failures within the fintech and collaborate with Product and Operations teams to resolve root causes. * Customer-Centric Culture: Ensure the customer remains at the center of all decisions, transforming detractors into promoters through clear and secure communication. Role Qualifications: * Prior experience in fintech customer service operations and Reclame AQUI management. * Proven ability in managing BPO partners and a strong focus on KPIs. * Excellent writing skills and strong analytical capability to interpret consumer behavior data and trends. * Resilience to manage crises and creativity to streamline internal processes. EEO Statement: * We Generate Value for Users — We exist to do our best for our users and innovate to stay ahead. We seek balance among experience, efficiency, and growth—with security always our top priority. * We Are Data-Driven — We believe in data-guided decision-making. Through numbers, we navigate our business strategically. * We Are Owners and Results-Focused — We go beyond personal interests to focus on what’s best for DiDi. We always deliver on our commitments and pursue excellence in execution—setting high standards and giving our utmost in everything we do. * We Always Build Together — Together, we are stronger. We keep open minds and row forward with respect, empathy, and trust in one another. We listen to everyone before making decisions—and once decided, we fulfill our commitments collectively, even if we disagree. * We Are Integrous — Integrity is our foundation—the line we never cross. We communicate honestly and transparently, listen to all voices, and always do what’s right. * We Develop One Another — Our growth comes from constantly stepping outside our comfort zones. We embrace challenges, surpass ourselves, and strive for excellence in everything we do. From day one, we grow and help those around us grow too—raising our collective bar. * We Work with Passion & Fun — We are utterly passionate about what we do. We maintain a light, optimistic spirit, infusing our environment with positive energy. We are resilient, unafraid of challenges, and always celebrate our successes. * We Live Diversity — For us, the heart of diversity is inclusion, equity, and respect. We believe diversity fosters a more creative and energetic environment—so we celebrate differences, and here, everyone can truly be themselves. **Diversity and Inclusion** Diversity is not a future vision or a wish for something we hope to become someday—it is a non-negotiable value of who we are today. We live inclusion, plurality, and respect—and to achieve this, we rely on governance from our Diversity Committee, working alongside HR, leadership, and identity-based groups: 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Famílias. This is our written journey—one still full of road ahead. I acknowledge that, before submitting this application, I have read and accepted the Candidate Privacy Notice, available at https://careers.didiglobal.com/terms