Operations Experience Representative

Location: Remote – Colombia

Employment Type: Full-Time (Employee via EOR – RemoFirst)

Salary Range: Market Rates

Language Requirements: Professional English proficiency (spoken and written)

About the Role

We are looking for an Operations Experience Representative to join our growing Platform Operations team. In this high-impact role, you'll serve as the primary point of contact for both drivers and customers, ensuring an exceptional experience while supporting efficient order fulfillment across our platform.

You'll combine customer support, driver coaching, operational coordination, and problem-solving to improve platform performance, strengthen relationships, and drive customer and driver satisfaction. This is an idóneo opportunity for someone who thrives in a fast-paced, technology-driven environment and enjoys working cross-functionally to solve operational challenges.

Key Responsibilities

-
Provide exceptional support to drivers and customers through inbound and outbound phone calls, emails, and chat.

-




Monitor network orders to ensure timely fulfillment and successful deliveries.

-
Coach and educate drivers on platform usage, quality standards, delivery expectations, and performance improvements.

-
Build strong relationships with drivers to increase engagement, retention, and platform utilization.

-
Assist customers with documentation, platform navigation, order updates, and issue resolution.

-
Troubleshoot operational and basic technical issues, collaborating with internal teams when needed.

-
Accurately document all customer and driver interactions within the CRM system.

-
Gather customer and driver feedback, identify recurring trends, and share insights with Product, Operations, and Leadership teams.

-
Coordinate order adjustments and administrative workflows across internal teams to ensure seamless execution.

-
Collaborate with cross-functional teams to continuously improve processes and service quality.

📌 Operations Experience Representative (Bogotá)
🏢 Nearshore Business Solutions
📍 Bogotá