After Sales Coordinator

Company Overview

DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

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Team Overview

We are a fast-paced team focused on making every partner feel supported, guided, and empowered from day one. This role is critical to ensure that our partners have a positive experience during their first steps with us and continue to see value through meaningful touchpoints, support on improving their pages, and increased visibility and orders on the platform.

You’ll be part of a cross-functional and data-driven team that believes in building strong foundations and long-term relationships with our partners through structured onboarding, scalable processes, and high-quality interactions.

Role Responsibilities

• A team leader, guiding and developing a group of After Sales Analysts with clear goals and structured feedback
• The owner of your vertical’s performance and strategic KPIs, including activation rate, orders tracking, page quality, and partner satisfaction
• An analytical thinker who challenges the status quo and continuously improves internal processes and partner experience
• Obsessed with customer outcomes and feedback, always looking for ways to turn insights into action
• A builder of scalable, repeatable, and measurable solutions that can be deployed across markets
• Responsible for managing performance, productivity and SLA of onboarding activities and quality items 
• Accountable for implementing playbooks, improving partner surveys, and ensuring full data and content accuracy on our platform

Role Qualifications

• Outstanding team leadership and people management skills, with experience in coaching, performance review, and career development
• Strong adaptability in high-growth and ever-changing environments
• High level of ownership and resilience when dealing with operational challenges and ambiguous situations
• Excellent communication skills and a customer-first mindset
• Solid analytical skills with experience using data to drive insights and decision-making
• At least 3+ years of experience in a coordination/leadership role in After Sales, Customer Success or Account Management
• A proven track record in managing KPIs and delivering measurable impact 
• h.Experience with CRM tools (Salesforce, Hubspot, Zendesk) and automation platforms
• Strong collaboration skills and a proactive attitude when engaging with cross-functional stakeholders
• Fluency in Portuguese and intermediate to advanced English
• Experience working in tech companies, marketplaces or B2B2C environments

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.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.

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