Customer Operations Lead - Ubirider Platform

Customer Operations Lead - Ubirider Platform
Porto
Oliveira do Douro, Porto, Portugal

Job position

Customer Operations Lead – Ubi
Rider Platform (Saa
S, APIs, backend, backoffice, mobile).

Full-time position based in Porto, with a hybrid work arrangement.

Reports to the Product Manager.

About Ubi
Rider

At Ubi
Rider, we are redefining how transport and mobility operators manage and deliver its services, improving efficiency and simplifying passengers' access and payment.

Ubi
Rider Platform is a comprehensive software to manage transport operations through Saa
S , mobile technologies and
- time data, making them more efficient, connected (multimodal), and convenient for passengers.

We're a passionate,
- moving team working to make mobility smarter, more accessible, and more sustainable.

The Role

As a Customer Operations Lead, you will act as the bridge between Ubi
Rider's customers — primarily transport and mobility operators or agencies — and our internal teams.

You'll ensure that each customer gains maximum value from our products while continuously identifying opportunities to improve and evolve them based on real operational needs or opportunities.

You'll guide customers through onboarding, assist them in their daily use, and turn their feedback and your own research into actionable insights that make our products stronger and help shape our future work and sales strategies.

This is a
- on role that requires a blend of customer empathy, product understanding, and
- solving skills — ideal for someone who thrives at the intersection of technology, operations, and customer relationships.

Responsibilities

• Foster strong and
  - term customer relationships by serving as a trusted advisor and strengthening their confidence in the company and its products.
• Guide new transport operators through the onboarding process, ensuring smooth implementation and confident use of our products.
• Maintain close communication with assigned customers to understand their operations, challenges, and objectives, aligning them with our product capabilities to drive success.
• Continuously monitor customer usage of the product to ensure they are fully utilizing its capabilities, and realizing maximum value for their business.
• Collect and document customer feedback on product performance, bugs, and feature requests. Work with internal teams to prioritize and resolve them.
• Assess and communicate the severity and priority to solve issues, setting clear expectations with customers about timelines and solutions.
• Identify valuable unmet customer needs, use cases, and opportunities for product improvement based on customer operations and emerging industry trends.
• Collaborate with the sales and communications teams to define the most effective ways to present the product and its features in both sales and technical materials.
• Participate in the development of product and customer metrics.
• Act as the customer's voice in internal discussions, promoting product quality, innovation, and technical excellence while contributing to the product roadmap.

Requirements

• Empathetic and personable, with a genuine enjoyment of engaging and building relationships with others.
• Excellent written and verbal communication skills, with the ability to convey information and updates clearly, concisely, and meaningfully.
• Self-motivated with the ability to lead by example, inspire colleagues, foster collaboration, and promote a sense of shared purpose.
• Passionate about innovation and the process of defining value through positive differentiation and excellence.
• Experience in any kind of
  - sales relationships with customers.
• Solid understanding of software processes (preferably Saa
  S, API-based platforms, mobile apps).
• Experience working with agile teams and CRM tools (e. G. Linear, Hubspot).
• Strong communication and organizational skills, with the ability to manage and organize multiple priorities.
• Analytical mindset and ability to make data and financial driven decisions.
• Fluency in English and Portuguese. Spanish is a plus.
• Based in or able to work regularly from Porto, Portugal.

Nice to have

• Background or experience in mobility or transport operations.
• Experience providing support for or working with software products, particularly Saa
  S platforms, APIs, or
  - driven solutions.
• Entrepreneurial mindset and comfort working in a dynamic tech company with international ambitions.

What we offer

• A meaningful role shaping the success of our Saa
  S platform designed to be used by
  - world transport operators worldwide.
• Collaborative,
  - driven team culture where your ideas matter.
• Flexibility and autonomy to structure your work.
• Competitive salary.
• Hybrid work setup (Porto-based with remote flexibility).

How to apply

Write to hiring@ubirider.com, explaining why you're the right person for this job and please include any relevant information.