Metrobi Operational Specialist
As an operational specialist, you will monitor ongoing delivery routes, assist delivery drivers and shipper businesses via phone calls and live chat, and onboard new drivers onto the Metrobi platform.
Qualifications
* Proficiency in English
* Being able to work based on the Eastern US time zone (EDT)
* Experience in logistics, courier operations, customer support, customer success, or account management
Service Design and Customer Experience Specialist
Responsibilities
* Define and govern service policies across the takeaway ecosystem (customer, merchant, and rider), ensuring a balanced, sustainable three-sided experience aligned with regional business strategy.
* Architect the end‑to‑end service journey from AI‑driven self‑service through to human‑assisted resolution—owning service routing logic, tiered escalation frameworks, and service risk‑control mechanisms.
* Localize service design for the Brazilian market, translating customer behavioral insights into culturally appropriate service flows, resolution frameworks, and frontline communication playbooks.
* Drive frontline process excellence by designing clear, concise, and operationally efficient workflows for the customer service center—continuously optimizing to raise first‑contact resolution rates and reduce handling time.
* Lead data‑driven service improvement by analyzing service metrics, VOC, and operational data to identify systemic pain points, then partnering with product, operations, and technology teams to drive root‑cause elimination and upstream business change.
* Influence cross‑functional stakeholders (Product, Operations, Technology, Quality) to embed service‑design thinking into business decisions, acting as the subject‑matter expert on service experience within the takeaway vertical.
Qualifications
* Deep domain expertise in the food‑delivery and takeaway industry, with a thorough understanding of three‑sided marketplace dynamics and service rules for customers, merchants, and riders.
* Proven track record in service process design and customer experience management, with demonstrated ability to architect full‑journey service frameworks at scale.
* Strong analytical capability—able to independently structure ambiguous problems, derive insights from complex data sets, and translate findings into actionable improvement programs with measurable outcomes.
* Excellent stakeholder management and communication skills, with the ability to influence without authority across functions and geographies.
* Customer‑centric mindset with an instinct for balancing user experience against operational feasibility and business sustainability.
* Rigorous, execution‑oriented work style with high ownership, resilience, and willingness to travel domestically within Brazil.
* Brazil market experience required; fluency in Portuguese and English as working languages.
* Relevant experience in BPI, service design, customer operations, or a related field; experience leading cross‑regional or multi‑site initiatives strongly preferred.
Sales Operations Specialist
Responsibilities
* Act as the primary contact and escalation point for the global Sales team for day‑to‑day sales operations needs.
* Develop and improve efficiency of the operational processes and workflows to enhance team productivity and sales performance.
* Ensure due diligence is conducted on each new sales opportunity with proper analysis to ensure efficiencies prior to commencing the sales cycle.
* Work closely with Business Profitability Management and Revenue Teams to perform additional sales deal analysis and work interactively with the sales team to maximize efficiencies for each sales opportunity throughout the sales process.
* Assist in clean up, maintenance, and enforcement of proper usage of CRM tool and ensure data accuracy and integrity within all internal systems.
* Assist in managing the sales pipeline and forecasts, coordinating and facilitating sales transactions.
* Coordinate internal approval process of corporate contracts including final documents review and summary setup in ticketing system (JIRA) and validation with necessary departments for contract approval.
* Analysis and approval of customer’s purchase orders and management of internal license database of the sold products in JIRA.
* Work closely with marketing, delivery, engineering, and product management teams to support sales initiatives and ensure alignment.
* Work closely with Finance to provide oversight and execution of daily, weekly, and monthly reports, including pipeline management, sales analysis, win/loss analysis, and sales metrics.
* Help prepare presentations and materials for the sales team as needed.
* Participate in qualification calls with the sales team and senior management and assist in capturing meeting notes and action items.
* Adhoc projects as required.
Qualifications
* At least 4 years of relevant experience.
* Bachelor’s Degree.
* Strong understanding and experience in working in a global sales team or with a global sales team.
* Familiarity with any Sales Force automation tool.
* Strong analytical skills with proficiency in data analysis and reporting tools.
* Ability to partner cross functionally throughout the company.
* Strong MS Excel and PPT skills.
* Self‑motivated and able to work in a fast‑paced environment.
* Knowledge of business communication via emailing, presentations, conference meetings.
* Strong organizational and decision‑making skills.
Ratings Operations Specialist
Key Responsibilities
* Complete key steps of the end‑to‑end ratings process for low complexity jobs for one practice independently with pace and quality to meet customer needs.
* Support team priorities (job processing, continuous improvement) with pace and quality to meet customer needs.
* Show proficient understanding of the end‑to‑end ratings process, knowledge of SOPs, operating manuals, standard work.
* Guide analysts and other business partners through the ratings process and support change management of improvement efforts.
* Participate in problem‑solving and process improvement efforts to live the ROS mission and achieve the ROS vision.
* Understand key metrics to support the management and improvement efforts of ROS.
* Understand the role of Ratings Operations and its alignment with other functions within Servo‑and‑Technology. Connect key partners to solve business problems, participate in improvement efforts to meet customer needs.
* Have a learning mindset and actively advance skills leveraging a development plan and the ROS skills matrix.
* Support team members and work as a team to live the ROS mission and achieve the ROS vision.
Qualifications
* Working towards an advanced student of: Economics, Business Administration, Accounting, Actuary, Engineering and related careers.
* Available to have an “estágio” for 1 years (to be graduating in December 2027).
* Must be able to prioritize, multitask and stay poised in a fast‑paced, high‑pressure environment while also ensuring the highest quality output.
* Comprehensive English communication skills (Intermediate level reading, speaking, and writing) are required.
* Excellent interpersonal, written, and verbal communication skills with a particular focus on customer service are required.
* Must have the ability to work effectively and collaboratively with a variety of business partners in a team‑oriented, global environment.
* A strong ability to guide and influence colleagues and stakeholders is required.
* Must be an adaptable self‑starter who wants to take the initiative and drive tasks to completion with strong execution.
Preferred Qualifications and Experience
* Previous work experience will be considered a plus.
* Programming knowledge is desirable.
Benefits
* Health & Wellness: Health care coverage designed for the mind and body.
* Flexible Downtime: Generous time off helps keep you energized for your time on.
* Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
* Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company‑matched student loan contribution, and financial wellness programs.
* Family Friendly Perks: It’s not just about you. The company has perks for your partners and little ones, too, with some best‑in class benefits for families.
* Beyond the Basics: From retail discounts to referral incentive awards‑small perks can make a big difference.
Equal Opportunity Employer. The company is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.
Content Safety Operations Specialist – Brazil
Responsibilities
* Continuously review and assess content quality and appropriateness within the Brazil market, identifying risks, anomalies, and emerging trends.
* Produce regular reports on content quality, trending topics, and potential safety risks.
* Act as the local point of contact for safety operations, maintaining close communication with global teams.
* Share insights on local culture, user behavior, and policy updates to support decision‑making.
* Support the development and optimization of content safety strategies and moderation guidelines tailored to the Brazil market.
* Monitor regulatory developments related to online content in Brazil and support the handling of escalations and compliance requirements.
Requirements
* Fluent Portuguese and Chinese (Mandarin) to support communication with global stakeholders.
* 2+ years of experience in content safety, content moderation, Trust & Safety, or related fields.
* Strong understanding of Brazilian culture, social trends, and online behavior, with the ability to identify sensitive content.
* Excellent communication and cross‑functional collaboration skills, with experience working in distributed or international teams.
Nice to Have
* Knowledge of English (written and spoken), with the ability to collaborate with global teams.
* Experience working with policy development, moderation guidelines, or regulatory compliance.
Content Operations Specialist (Temporary)
Responsibilities
* Identify and analyze high‑traffic sports events and trending topics, including major tournaments such as the World Cup.
* Optimize content distribution across key traffic surfaces such as trending lists, search pages, and push notifications.
* Conduct post‑event content reviews and performance analysis for trending videos and campaigns.
* Collaborate with sports creators to support content production and community engagement during major events.
* Ensure timely supply and strong visibility of sports‑related trending content.
* Manage content updates for event landing pages and in‑app campaigns.
* Design and maintain campaign tasks to drive user participation and encourage high‑quality creator contributions.
Requirements
* Fluency in Portuguese and English, with the ability to collaborate with global teams.
* Strong interest in sports and digital content, with familiarity with Brazilian culture, trends, and audience behavior.
* Ability to work flexible hours when required, including during major sporting events.
Nice to Have
* Experience in content operations, social media, or digital platforms.
* Experience working with creators or community management.
* Analytical skills with the ability to interpret content performance and trends.
HR Operations Senior Specialist
Responsibilities
* Develop, implement, and maintain comprehensive HR operations policies and SOPs that align with business goals and compliance requirements.
* Ensure HR policies are consistently applied across all business units.
* Regularly review work with relevant departments and update HR policies to reflect changes in employment laws and best practices.
* Design, document, and continuously improve HR processes to enhance efficiency and compliance.
* Collaborate with cross‑functional teams to ensure HR processes are well‑integrated and operationally sound.
* Establish clear workflows and guidelines for employee lifecycle processes, including onboarding, offboarding, probation and internal mobility.
* Ensure seamless execution of HR policies to improve employee experience and operational efficiency.
* Provide training and communication on policy updates and process changes to HR teams and managers.
* Conduct periodic audits to verify adherence to HR policies and recommend corrective actions where needed.
* Implement a quality audit framework to regularly assess HR operations, identify gaps, and drive continuous improvements.
Qualifications
* Bachelor’s degree in Human Resources, Business Administration, or a related field; Master’s degree is a plus.
* 5+ years of experience in HR operations, policy management, or process governance within an international organization.
* Strong knowledge of HR policy frameworks, compliance, and global employment regulations.
* Experience in developing and implementing HR SOPs and process documentation.
* Proficiency in HR technology solutions and data‑driven decision‑making.
* Excellent communication and stakeholder management skills.
Sr Financial Specialist, Operations Finance
Key Job Responsibilities
* Lead fixed cost planning and controllership processes.
* Conduct monthly, quarterly, and annual financial reviews focused on fixed costs, planning, and forecasting.
* Drive continuous standardization and simplification of planning processes.
* Develop tools for better understanding of Brazil’s financial performance.
* Collect, analyze, and manage quantitative data to lead improvements and cost reduction.
* Build financial models and present analyses and recommendations to senior leadership.
* Establish partnerships within the finance organization to drive continuous improvement in financial and operational performance.
Basic Qualifications
* Bachelor’s degree.
* Experience in tax, finance or a related analytical field.
* Knowledge of Excel at an advanced level.
* Experience interpreting and applying financial KPIs.
* Experience identifying, leading, and executing fixed and/or variable cost improvements.
* Experience with automation, standardization, or simplification of financial tools and processes.
* Experience creating process improvements through automation and analysis.
* Fluent English.
Preferred Qualifications
* MBA or CPA.
* Experience working with large datasets (e.g., SQL, MS Access, Cognos).
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