DiDi Global

Welcome page

Process Sr Analyst

Job Locations BR-SP-Sao Paulo
ID 2025-15045
Category
Operations & Strategy - Food
Employee Class
Regular

Company Overview

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

 

We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

 

To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.

 

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.

#LI-Hybrid

Team Overview

We're looking for a highly analytical and problem-solving Escalation Coordinator to join our dynamic Restaurant team. This role is crucial for ensuring our restaurant partners receive efficient and effective support, ultimately contributing to their success on our platform. You'll dive deep into complex issues, identify root causes, and drive improvements that benefit hundreds of restaurants daily.

Role Responsibilities


  • Advanced Troubleshooting: Investigate and resolve complex restaurant-facing issues escalated from support

  • Root Cause Analysis: Conduct in-depth analysis of recurring support tickets to identify systemic issues, process breakdowns, or product bugs.

  • Develop Solutions: Work cross-functionally with product, engineering, and operations teams to propose and implement long-term solutions that prevent future escalations and improve the restaurant experience.

  • Data-Driven Insights: Analyze metrics to pinpoint areas of inefficiency and opportunities for improvement.

  • Knowledge Base Enhancement: Contribute to and maintain comprehensive knowledge base articles, FAQs, and internal documentation to empower support and restaurant self-service.

  • Process Optimization: Identify and recommend improvements to existing support processes and workflows to enhance efficiency and restaurant satisfaction.

  • Communicate Effectively: Provide clear, concise, and empathetic communication to restaurant partners regarding their escalated issues and resolutions.

Role Qualifications


  • 3-5 years of experience in a advanced support, operations support, or analytical role, preferably in a tech or logistics company.

  • Proven ability to diagnose and solve complex technical and operational problems.

  • Strong analytical skills with proficiency in data extraction and analysis tools (e.g., SQL, advanced Excel/Google Sheets) and experience with CRM or ticketing systems (e.g., Zendesk, Salesforce).

  • Excellent communication skills, both written and verbal, with a knack for explaining complex issues clearly.

  • Customer-centric mindset with a passion for helping partners succeed.

  • Ability to work independently and manage multiple priorities in a fast-paced environment.

EEO Statement

  • We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
  • We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
  • We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
  • We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
  • We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
  • We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.
Diversity & Inclusion

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

 

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

 

This is our ongoing journey, with much more still to come.

 
We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).
 
I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms

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