Customer Support Analyst

About Us
Trucking moves the American economy. It is a $1 trillion market, and it still runs on fragmented operations, thin margins, and technology a generation behind. Billor, short for "Bill of Rights," is the only company transforming this market end to end, combining Freight and Technology for Truck Drivers, Freight Brokers, and Small Carriers into a single ecosystem. We operate a fleet of several hundred heavy-duty trucks and run integrated business lines across freight, fintech, and technology platforms.

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

Requisitos:

• Fluent in English and Portuguese
• Fluency in Brazilian Portuguese (speaking, reading, and writing)
• Previous experience in Customer Support
• 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

Bonus qualifications

• Spanish is a plus
• Experience in the logistics, transportation, or technology sector

Benefícios

Extra information and benefits

• On-site in Joinville, Santa Catarina
• Health and dental plan
• Paid vacation
• Holidays off
• Parental Leave
• Wedding Leave
• Flash card (supermarket and restaurants)
• Total Pass
• Clude Saúde
• Annual bonus based on both company and individual performance
• Eligibility to the LTIP (Long Term Incentive Plan)
• Onhappy