Customer Support Coordinator

Introducing Masabi 

// At Masabi, we’re driving the fare payment revolution, powering the journeys of millions all over the world. We build fare collection platforms that allow riders to seamlessly buy and present tickets for public transport either on their mobile phones, from a ticket machine, or even by tapping their bank card to travel. 

Our Justride platform is used in over 250 locations globally, including some of the largest cities in the world. With our industry-first mobile ticketing SDK, we’ve partnered with large players in the transport space, including Uber, Moovit and Transit. 

Your own journey is important to us too. Choosing a role here means joining a network of innovators from all walks of life; a group of passionate individuals who consistently deliver. Here, you’ll find the tools you need to build the career you want. Whether you’re taking the direct route or trying a new path, we’ll support you no matter what. 

The role
// As a Customer Support Coordinator at Masabi, you will provide front-line support for transportation agencies and technology partners around the world, ensuring high levels of satisfaction with our ticketing and fare-collection platform. You’ll use your problem-solving skills to address support incidents and collaborate with internal teams to resolve issues efficiently.

In this role, you’ll build a solid understanding of our platform, systems, and hardware, and gain valuable experience working at the intersection of technology and public transport in a fast-paced, supportive environment.

Location

// This role is only available to candidates based in Colombia in a fully remote model.

Responsibilities

• Be the go-to person for 1st and 2nd line inbound support via phone and email, resolving both technical and non-technical queries with compassion and clarity

• Troubleshoot platform and hardware issues, collaborating closely with Product and Engineering to drive solutions

• Proactively coordinate customer communications, from progress reports to incident resolutions — all while keeping an eye on our SLA standards

• Work with fellow co-ordinators to process rider account deletions, hardware returns, and replacements promptly

• Maintain and evolve knowledge base content, internal documentation, and customer-facing FAQs

• Deepen your understanding of Masabi’s products and technologies, and how they improve public transport experiences

• Occasionally participate in on-call rotations during public holidays (fairly shared and scheduled in advance)

About You

• Proven experience in a client-facing (Technical) support role, ideally in enterprise software or technology

• Strong troubleshooting, debugging, and documentation skills — whether gained through education or hands-on experience

• Excellent written and verbal communication in English, with a mindset of empathy and clarity

• A proactive, collaborative approach to work — comfortable both working independently and as part of a distributed team

• A growth mindset and eagerness to support and learn from others

Nice to Have

• Experience with customer service applications (Salesforce, Zendesk)

• Experience with SQL, REST APIs, and version control (Git)

• Knowledge of backend/frontend/mobile technologies (HTML, CSS, Javascript, JSON, Swift, Objective C, Kotlin, Java)

• Experience with cloud computing providers (AWS)

Some of our benefits

• 15 days paid vacation for each year of service plus 18 public holidays

• Private Healthcare

• Monthly team bonding allowance

• Menopause support

• Choice of a workstation

• Ability to work for up to 3 months per year from any country in the world

• Fun and collaborative environment with a focus on making a difference in the world

In addition to the above, as an employee, you will also have access to a training allowance of up to $750 USD and $250 USD to spend on your home office every year.

Careers at Masabi are for people going places - driven by a mission to make transit fair and accessible for all.

We are a network of innovators from all walks of life, passionate about making a difference. At Masabi, we operate with openness and trust, creating an environment where everyone feels empowered to bring their whole, authentic selves to work.

Whoever you are, just be yourself.
We welcome applications from underrepresented backgrounds and encourage you to share your pronouns at any stage. Together, we simplify journeys, remove barriers, and improve daily life for millions.

Why Join Masabi?

• Driven by Purpose – We believe in journeys made simple. The work isn’t always easy, but the best things never are.

• Encouraged to Accelerate – Masabi is going places and our people are in the driving seat. Whether you’re taking the direct route or exploring new paths, we support your journey.

• Advancing with Empathy – We put people first and foster a culture of learning, not blame. No matter your cargo, we share the load.
  

We’re already powering journeys - are you ready to join us?