Customer Support Coordinator

Introducing Masabi // At Masabi, we’re driving the fare payment revolution, powering the journeys of millions all over the world. We build fare collection platforms that allow riders to seamlessly buy and present tickets for public transport either on their mobile phones, from a ticket machine, or even by tapping their bank card to travel. Our Justride platform is used in over 250 locations globally, including some of the largest cities in the world. With our industry-first mobile ticketing SDK, we’ve partnered with large players in the transport space, including Uber, Moovit and Transit. Your own journey is important to us too. Choosing a role here means joining a network of innovators from all walks of life; a group of passionate individuals who consistently deliver. Here, you’ll find the tools you need to build the career you want. Whether you’re taking the direct route or trying a new path, we’ll support you no matter what. The role// 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.Location// This role is only available to candidates based in Colombia in a fully remote model.ResponsibilitiesServe 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 courtesyRespond promptly to requests, gather troubleshooting data, and assist in resolving issues alongside product management and engineering teamsCoordinate customer calls, progress reports, and incident management, ensuring resolution aligns with SLA performance standardsTroubleshoot various technical issues on the Justride platform and related hardwareWork with fellow co-ordinators to process rider account deletions, hardware returns, and replacements promptlyDevelop and maintain reference materials, incident management solutions, and online FAQsGain a deep understanding of all Masabi products and how they are deployed in real-world scenariosParticipate in on-call rotations during holiday periodsAbout youSome experience in enterprise software support within a client-facing roleTechnical skills gained through hands-on experience, education, or equivalent learning, with strong investigative, debugging, and problem-solving abilitiesExceptional verbal and written communication skills in English, with meticulous attention to documenting processesComfortable working independently and as part of a team, especially under strict deadlinesEnthusiastic about knowledge sharingNice to haveExperience 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 ItalianSome of our benefits15 days paid vacation for each year of service plus 18 public holidays Private Healthcare Monthly team bonding allowance Menopause supportChoice of a workstation Ability to work for up to 3 months per year from any country in the worldFun and collaborative environment with a focus on making a difference in the worldIn addition to the above, as an employee, you will also have access to a training allowance of up to $750 USD and $250 USD to spend on your home office every year.Careers at Masabi are for people going places - driven by a mission to make transit fair and accessible for all.We are a network of innovators from all walks of life, passionate about making a difference. At Masabi, we operate with openness and trust, creating an environment where everyone feels empowered to bring their whole, authentic selves to work.Whoever you are, just be yourself.We welcome applications from underrepresented backgrounds and encourage you to share your pronouns at any stage. Together, we simplify journeys, remove barriers, and improve daily life for millions.Why Join Masabi?Driven by Purpose – We believe in journeys made simple. The work isn’t always easy, but the best things never are.Encouraged to Accelerate – Masabi is going places and our people are in the driving seat. Whether you’re taking the direct route or exploring new paths, we support your journey.Advancing with Empathy – We put people first and foster a culture of learning, not blame. No matter your cargo, we share the load.We’re already powering journeys - are you ready to join us?

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