[Hiring] Customer Support Coordinator @Masabi
Mar 26, 2025 - Masabi is hiring a remote Customer Support Coordinator. 💸 Salary: unspecified. 📍Location: Colombia.
Role Description
As a Customer Support Coordinator at Masabi, you will provide front-line support for transportation agencies and technology partners worldwide, ensuring high levels of satisfaction with our mobile ticketing platform. You’ll use your problem-solving skills to address support incidents and collaborate with internal teams to resolve issues efficiently.
This fast-paced role offers valuable opportunities to deepen your knowledge of hardware and software applications. As an ambassador for Masabi, you will interact directly with customers, resolve issues, and deliver seamless experiences for riders and commuters.
Responsibilities
- Serve as the primary contact for 1st and 2nd line inbound support requests via phone and email, managing technical and non-technical issues with professionalism and courtesy
- Respond promptly to requests, gather troubleshooting data, and assist in resolving issues alongside product management and engineering teams
- Coordinate customer calls, progress reports, and incident management, ensuring resolution aligns with SLA performance standards
- Troubleshoot various technical issues on the Justride platform and related hardware
- Work with fellow co-ordinators to process rider account deletions, hardware returns, and replacements promptly
- Develop and maintain reference materials, incident management solutions, and online FAQs
- Gain a deep understanding of all Masabi products and how they are deployed in real-world scenarios
- Participate in on-call rotations during holiday periods
Qualifications
- Some experience in enterprise software support within a client-facing role
- Technical skills gained through hands-on experience, education, or equivalent learning, with strong investigative, debugging, and problem-solving abilities
- Exceptional verbal and written communication skills in English, with meticulous attention to documenting processes
- Comfortable working independently and as part of a team, especially under strict deadlines
- Enthusiastic about knowledge sharing
Nice to have
- Experience with customer service applications (Salesforce, Zendesk)
- Experience with SQL, REST APIs, and version control (Git)
- Knowledge of backend/frontend/mobile technologies (HTML, CSS, Javascript, JSON, Swift, Objective C, Kotlin, Java)
- Experience with cloud computing providers (AWS)
- Fluency in Spanish or Italian
Benefits
- 15 days paid vacation for each year of service plus 18 public holidays
- Private Healthcare
- Monthly team bonding allowance
- Menopause support
- Choice of a workstation
- Ability to work for up to 3 months per year from any country in the world
- Fun and collaborative environment with a focus on making a difference in the world
- Access to a training allowance of up to $750 USD and $250 USD to spend on your home office every year
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| 📍 | Be aware of the location restriction for this remote position: Colombia |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
💸
unspecified
|
Remote
Location
Colombia
|
|
Job Type
full-time
|
Posted
Mar 26, 2025
|
| 📍 | Be aware of the location restriction for this remote position: Colombia |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
