DiDi Global

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CX Operations Intern

Job Locations BR-SP-Sao Paulo
ID 2025-15169
Category
Customer Experience
Employee Class
Intern

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

The Customer Experience (CX) Service design & process operation team is at the core of optimizing our customer service processes and ensuring a seamless experience for users. As a CX Ops Intern, you will support CX Ops team for improving and implementing operational processes.


This role requires a problem-solving mindset, strong organizational skills, and a passion for continuous improvement. You will work closely with internal teams, including Product, Engineering, Data, and Service Delivery, to ensure smooth operations and an exceptional user experience.

Role Responsibilities



  • Fulfill tasks set out by the Business Improvement & CX Ops team.




  • Data analysis and strategic development: Supporting on the development of strategies to impact and improve users’ experience




  • Project planning and execution – Build and optimize scalable solutions, driving the transformation of insights into real-life solutions, and ensuring OKRs and SLAs are achieved.




  • Project coordination: Partner with cross-functional stakeholders to launch initiatives and ensure operational preparedness of CX Operations.




  • Develop and improve standard operating procedures.




  • Optimize FAQ  and Reply Templates content to improve issue resolution.



Role Qualifications



  • Operations Management; Engineering or Business Administration or .Engineering, Economics, Actuary, or any related degree student.




  • At least 1 year to graduate.




  • SQL is a PLUS.




  • Knowledge and interest in analytics  




  • Strong Excel skills are a must, other database experience is helpful.




  • Comfortable learning and using new software tools.




  • Passion for finance and technology.




  • Great oral and written communication and presentation skills.




  • Interest in Business Improvement and Customer Experience & Satisfaction.




  • Proven to be self-motivated, self-directed, and eager to take ownership of tasks to ensure solutions.




  • Proficiency in English  & Portuguese



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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