Are you ready to build the future of Latin America? 🚀
At Rappi, we build the SuperApp that changes the lives of millions of people every day. We are a team driven by speed, execution, and real results.
This is where things happen. If you are excited by solving real-scale problems, learning at record speed, and seeing the impact of your ideas in a matter of days, this is your place.
CX Support Agent
The challenge
Rappi is growing fast and needs exceptional talent. We are looking for a CX Support Agent who transforms complex challenges into impact opportunities for millions of users in LatAm.
Your challenges
Handle user requests through channels such as calls, chat, or email.
Resolve issues efficiently and empathetically.
Ensure that every interaction helps strengthen the user's trust in the platform.
Identify users at risk of churn and take action to help retain them.
Prioritize user satisfaction and effective issue resolution.
Provide structured feedback on product, process, or communication friction points encountered during day-to-day operations.
Collaborate with internal CX, Product, and Operations teams to improve the user experience.
Improvement reporting: Escalate findings to drive improvements and reduce contact volume and handling times.
You will be a great fit
1–3 years of experience in customer service, contact centers, or support at digital companies.
Previous experience in tech startups, e-commerce, or marketplaces (preferred).
Excellent verbal and written communication skills.
Analytical mindset and problem-solving orientation.
Ability to work in dynamic, results-oriented environments
Tech profile
What you need to master
CX tools: Proficiency with contact center platforms and multichannel management (chat, calls, emails).
Metrics knowledge: Interpretation and optimization of DSAT, AHT, retention rate, and contact volume.
Root cause analysis and automation: Detecting patterns in recurring failures to propose operational and product improvements.
Compliance and security: Confidential and protocol-compliant handling of sensitive user data.
What makes you different
Empathy and support
Assertive communication and listening
Critical thinking
Ownership and Accountability
Results Orientation
Collaboration and Teamwork
Adaptability and Learning Agility
Growth Mindset
Resilience and Perseverance
Customer/User Centricity
We believe our talent deserves the best tools to make an impact with purpose.
Mexico 🇲🇽
At Rappi, diversity makes us stronger
We believe diverse and inclusive teams build the best products, and we actively seek people of all genders, ages, backgrounds, religions, and sexual orientations. If you want to build the future of Latin America, your place is here.
Will you join the team? At Rappi, the limit is the one you set for yourself. If you are excited about learning in motion and building solutions that scale to millions, we want to meet you.