CX Ops intern

About The Company
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.

About The Team/role
The Customer Experience (CX) Service design & process operation team is at the core of optimizing our customer service processes and ensuring a seamless experience for users. As a CX Ops Intern, you will support CX Ops team for improving and implementing operational processes.

This role requires a problem-solving mindset, strong organizational skills, and a passion for continuous improvement. You will work closely with internal teams, including Product, Engineering, Data, and Service Delivery, to ensure smooth operations and an exceptional user experience.

In this role, you'll be...

• Fulfill tasks set out by the Business Improvement & CX Ops team.
• Data analysis and strategic development: Supporting on the development of strategies to impact and improve users' experience
• Project planning and execution – Build and optimize scalable solutions, driving the transformation of insights into real-life solutions, and ensuring OKRs and SLAs are achieved.
• Project coordination: Partner with cross-functional stakeholders to launch initiatives and ensure operational preparedness of CX Operations.
• Develop and improve standard operating procedures.
• Optimize FAQ and Reply Templates content to improve issue resolution.

We're eager to be in touch because you have...

• Operations Management; Engineering or Business Administration or .Engineering, Economics, Actuary, or any related degree student.
• At least 1 year to graduate.
• SQL is a PLUS.
• Knowledge and interest in analytics
• Strong Excel skills are a must, other database experience is helpful.
• Comfortable learning and using new software tools.
• Passion for finance and technology.
• Great oral and written communication and presentation skills.
• Interest in Business Improvement and Customer Experience & Satisfaction.
• Proven to be self-motivated, self-directed, and eager to take ownership of tasks to ensure solutions.
• Proficiency in English & Spanish

You'll love working at DiDi because...
We create user 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.

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.

Growth

We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion

Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams
At DiDi, we believe that our differences are our biggest source of strength. That's why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that's how we create better products and services, make better decisions and better serve the communities we're a part of.