User Operations Intern

Rio de Janeiro - Brazil

Intern Intern

About the company

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.

#LI-Hybrid

About the team/role

As a User Operations Intern at DiDi, you will support day-to-day user service and quality efforts that directly improve ride safety, platform trust, and user retention across millions of trips; your work will drive measurable reductions in issue resolution time and increase user satisfaction scores. You will join the User Operations team, which focuses on resolving rider and driver concerns, enforcing policy, and optimizing operational workflows to protect user experience and enable scalable, reliable service delivery.

In this role, you'll be...

  • User Segmentation Analysis: Assist in segmenting users based on multi-dimensional data (e.g., New, Active, Churned) and identifying behavioral patterns and pain points.
  • Execution of Messaging Strategies: Responsible for the configuration and execution of in-app (In-app messages, Pop-ups, H5) and out-of-app (Push, WhatsApp/SMS, Email) communication tasks.
  • Copywriting & Localization: Craft compelling marketing copy for different user segments and optimize localized content to boost Click-Through Rates (CTR).
  • A/B Testing Support: Assist in conducting A/B tests for copy and strategies, tracking data performance, and providing insights for future optimization.
  • Tool Management: Operate internal CMS and automated marketing platforms to ensure precise and timely delivery of messages across all user touchpoints.

We're eager to be in touch because you have...

  • Educational Background: Current undergraduate student, preferably in Marketing, Communications, Psychology, or Statistics.
  • Logic & Copywriting: Excellent writing skills with the ability to capture user psychology; strong logical thinking and a basic understanding of user segmentation.
  • Language Proficiency: Fluent in English and Portuguese(written and verbal) for crafting marketing copy; Proficiency in Chinese is a plus.
  • Data Sensitivity: A basic understanding of operational metrics (e.g., CTR, Retention) and proficiency in Excel are required. Proficiency in SQL queries is a plus.
  • Work Ethic: Highly detail-oriented and responsible. Since messaging tasks impact the entire user base, a high level of accuracy is required.

You'll love working at DiDi because...

We create user 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.

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.

Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.

We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).

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