Industrial Engineering Intern – Operations and Customer Support

Do you want to change the world?

That is what we do at Cabify. Our goal is to make cities better places to live by improving the mobility of the people who live in them, connecting passengers and drivers with just the touch of a button. One day, cities may be places where no one needs a private car, but we still have a long way to go... will you join us?

Founded in 2011, we have become the first Spanish 'unicorn'. Our headquarters are in Madrid, but we are currently present in 38 cities in Spain and Latin America. And every month more people join our international team of passionate, brilliant and talented people eager to challenge the "status quo".

But no matter how fast we grow or how big we become, we want to keep our 'start-up' spirit. We are a confident, energetic, professional and charismatic team, and we take pride in doing things right. We like to think of ourselves as an ethical and innovative technology company that has built a business where everyone is treated fairly and respectfully, from our engineers to the drivers who use our platform. In addition, we always fully comply with government regulations and respect local laws.

We have come a long way so far, but in reality our journey has only just begun. If we are going to make our mission a reality, we need people with talent and ambition like you to join our team!!

About the role

As an Industrial Engineering Intern, you will support the Customer Support Colombia team in monitoring and improving the customer service operation, especially in managing our partner Contact Center, TN (Transnacional).

You will have the opportunity to work with indicators, data analysis, quality control and process monitoring, identifying improvement opportunities that help optimize the operation and deliver a better experience to drivers, passengers and corporate clients.

How will you help us accomplish our mission?

• Monitoring the Contact Center's service indicators (tickets, chat and calls), identifying deviations in response and resolution times and SLA compliance.
• Consolidating quality audit results and identifying improvement opportunities in customer service processes.
• Supporting the validation and monitoring of databases, bulk uploads and operational tasks of the Contact Center.
• Following up on cases escalated to other areas, verifying their handling and timely closure.
• Analyzing the main contact types to identify root causes and opportunities to optimize processes and reduce avoidable contacts.
• Building and updating reports on service and customer satisfaction indicators (CSAT and NPS), using tools such as Google Sheets and Tableau.
• Supporting the documentation and updating of processes, procedures and knowledge bases.
• Developing an internship project with measurable objectives, focused on improving customer experience or operational efficiency.

What we are looking for

• Academic background: Student in the final semesters of Industrial Engineering or related degrees, authorized by your university to complete your professional internship.
• Availability: To meet the schedule and duration of the internship agreed with the university.
• Skills: Intermediate-advanced proficiency in Excel or Google Sheets, especially in pivot tables, lookup formulas, database management and chart creation.
• Nice to have: Knowledge of data visualization tools such as Tableau, SQL and artificial intelligence tools (LLMs).

Now for the good part:

We are a team full of happy and motivated people. Learning, a great atmosphere, growth and impact guaranteed! Your internship at Cabify comes packed with benefits:

📝 Professional internship with a monthly stipend, according to the arrangement agreed with your university.

🎓 Training in the area's tools: Admin, Zendesk, Talkdesk, Tableau and SIG.

🧭 Direct mentoring from the Customer Support team and the opportunity to develop your own project with real impact on the operation.

🌍 Flexible hours and a hybrid work model.

🎉 Fun events to enjoy with your team.

🖥️ All the equipment you need to develop your talent.

Cabify takes pride in being a workplace with equal opportunities. We celebrate diversity and are committed to creating an inclusive environment for all people, regardless of origin, gender, religion, sexual orientation, age or ability. Join us!

This listing was sourced from 4dayweek.io.