About the Role

Whoosh is an international micromobility company transforming urban mobility across Latin America. We’re looking for a Customer Support Lead based in Chile to build, scale, and manage our regional support operations. As the Customer Support Lead, you will ensure that every customer interaction is efficient, empathetic, solution-oriented, and aligned with Whoosh’s commitment to simplicity in mobility.

Key Responsibilities

• Team Leadership & Performance: Build, coach, and manage a high-performing support team, setting KPIs, performance standards, and staffing models adapted to peak hours and city growth.
• Daily operations & Service Quality: Oversee all communication channels, ensuring consistent service through QA reviews, playbooks, escalation handling, and active monitoring of service levels.
• Customer Experience & Process Improvement: Enhance support workflows and automations, developing scalable tools (FAQs, macros, scripts) to expedite resolutions and lessen recurring issues.
• Product Feedback Loop: Collect and analyze customer insights, identifying trends and collaborating with Product/Tech to drive necessary fixes and improvements.
• Reporting & Analytics: Create dashboards and reports on core KPIs, analyzing performance trends and presenting actionable recommendations regularly.
• Support Strategy: Position Support as a strategic retention driver by planning scalable operations for new markets and implementing tools to enhance automation and self-service.

What We’re Looking For

• Full professional proficiency in English and Spanish.
• Proven experience leading customer support teams in fast-paced environments (preferably tech, mobility, marketplace, logistics).
• Strong communication skills: clear, simple, concise, empathetic.
• Experience with multichannel support operations and QA frameworks.
• Ability to translate customer pain points into actionable improvements.
• Strong ability to prioritize and make decisions under pressure.
• Experience with support tools (Zendesk, Intercom, Freshdesk, Gorgias, etc.).
• Experience introducing automations and workflow improvements (a plus).
• Analytical mindset and comfort with data dashboards and KPIs.
• Ability to collaborate across Product, Operations, Marketing, and Tech.

What We Offer

This role provides strategic influence over product decisions and customer experience, along with significant growth potential as Whoosh expands across Latin America. You’ll join a dynamic, collaborative, and action-oriented team, shaping how thousands of users experience urban mobility.

Hybrid position based in Santiago.