Customer Support Analyst I and II

About Us

At Billor, short for “Bill of Rights,” we are building the largest trucking ecosystem in the U.S., dedicated to supporting truck drivers. By combining FinTech, Technology, and Freight Management, we empower drivers to achieve truck ownership and a better quality of life. Our mission is rooted in freedom, responsibility, and efficiency, enabling drivers to maximize productivity and enjoy more time with their families.

About the role

If you are passionate about Customer Support and want to make a difference in the daily lives of drivers and customers, join our team!

Responsibilities

Hold welcome calls for new drivers, ensuring they understand the processes and have the tools they need to succeed

Monitor and manage drivers’ rest time, providing support when necessary

Assist drivers with issues related to supplies and proactively resolve possible problems

Conduct regular calls with active drivers for follow-up and problem resolution

Satisfaction survey (CSAT and NPS) : Conduct surveys to measure the level of satisfaction of drivers and customers, ensuring that feedback is addressed and implemented

Plan and execute campaigns to increase driver engagement and retention

Manage communication and monitoring of vehicle safety and maintenance campaigns

Develop and send mass communications to keep drivers and customers informed about important updates

Create and share training materials for drivers and customers

Monitor and update driver rankings based on performance metrics, creating gamification

Collect feedback from drivers after cancellation, seeking to identify improvements in the process

Manage the contract termination process and ensure completion of all termination step

Experience in Customer Success and proactive customer service

Requisitos

Fluent in English and Portuguese

Fluency in Brazilian Portuguese (speaking, reading, and writing)

Previous experience in Customer Support

Ability to manage customer relationships and resolve problems

Ability to analyze data and use metrics like CSAT and NPS

Excellent communication and organization skills

Proactivity and focus on results

Bonus qualifications

Spanish is a plus

Experience in the logistics, transportation, or technology sector

Benefícios

Extra information and benefits

On-site in Joinville, SC

Health and dental plan

Paid vacation

Holidays off

Parental Leave

Wedding Leave

Flash card (supermarket and restaurants)

Total Pass

Clude Saúde

Annual bonus based on both company and individual performance

• Eligibility to the LTIP (Long Term Incentive Plan) ;