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Business Process Analyst

2 meses atrás

Brasil KODIF Tempo inteiro

Kodif is revolutionizing customer support with our innovative low-code platform that empowers non-technical teams to automate complex workflows. As a B2B seed-stage, venture-backed startup, we're on a mission to transform how businesses handle customer service through intelligent automation and actionable analytics.

We're seeking a resourceful and detail-oriented Business Support Process Analyst to join our dynamic team. In this role, you will be responsible for understanding and documenting complex business workflows. This role offers a unique opportunity to dive deep into the intricacies of customer service operations across various industries, providing invaluable insights into how sophisticated businesses function.

About Us

  • Well-funded startup with $6.5M raised to date
  • Backed by prestigious investors including Village Global (supported by Jeff Bezos, Bill Gates, and Reid Hoffman) and Bling Capital (investors in Lyft, Palantir, Square, GitLabs, and Instacart)
  • Rapidly growing team of 30+ employees led by repeat founders with strong engineering (senior engineer at Uber), business (Stanford MBA), and investing (Partner at Plug & Play) backgrounds
  • Impressive growth trajectory: 7x revenue increase in 2023, on track for 10x growth in 2024
  • Preparing for Series A funding in Q4 2024
  • Impressive client roster including GoodEggs, ReserveBar, Minted, Dollar Shave Club, Halo Collar, NomNomNow, Trustwallet, and more

Role Overview

As a Business Support Process Analyst at Kodif, you will:

  • Be at the forefront of understanding and documenting complex customer support workflows for our diverse client base
  • Work directly with clients to unravel their methodologies and processes
  • Translate client knowledge into detailed decision trees and flow diagrams using Lucidcharts
  • Play a crucial role in enabling our AI Engineers to create cutting-edge automated solutions
  • Gain in-depth knowledge of various business operations and customer service strategies across multiple industries

This role presents an exceptional learning opportunity and allows you to make a significant impact on our product and clients' success.

A Day in the Life: Representative Example

Imagine you're tasked with understanding a client's return process. Your job is to uncover and document every possible scenario:

  • You learn that returns due to technical issues are handled one way, while billing-related returns follow a different process.
  • As you dig deeper, you realize the client hasn't considered all possibilities. What about returns due to sizing issues? Or damaged products?
  • Your role is to be thoughtful and resourceful, identifying these gaps and working with the client to document them.
  • You'll need to be intuitive and logical, constantly asking yourself: "What other conditions could arise? What if none of the documented conditions are met?"
  • By identifying these edge cases, you're not just documenting processes – you're enhancing the efficiency of our product and providing invaluable insights to our clients.
  • Once you've gathered all this information, you'll translate your knowledge into detailed decision trees and flow diagrams using Lucidcharts. These visual representations will capture every nuance of the process, including decision points, actions, and outcomes for each scenario you've uncovered.
  • Your Lucidchart diagrams will serve as the blueprint for our AI engineers to automate these complex workflows, turning your analytical work into tangible solutions for our clients.

Key Role Responsibilities:

  • Conduct in-depth consultations with clients to thoroughly understand their customer support processes
  • Analyze and document complex workflows, identifying all possible scenarios and edge cases
  • Create comprehensive, detailed flow charts using Lucidcharts, considering every aspect of the decision-making process
  • Collaborate with internal teams to ensure seamless integration of client requirements into our automation solutions
  • Continuously seek out and document undiscovered scenarios and potential process improvements

Required Qualifications:

  • Minimum 2 years of experience in process analysis, business analysis, or similar roles involving complex workflow documentation
  • Proficiency in creating flowcharts and decision trees
  • Excellent written and verbal communication skills in English (English fluency required)
  • Demonstrated problem-solving and critical thinking abilities
  • Strong analytical skills with attention to detail
  • Basic technical understanding of APIs and integrations
  • Experience in client-facing roles, particularly with English-speaking customers

Preferred Qualifications:

  • Bachelor's degree in Business Administration, Computer Science, or related field (or related training bootcamp)
  • Experience with Lucidcharts or similar diagramming tools
  • Familiarity with UML framework for workflow documentation
  • Experience working in or with customer support teams
  • Experience in a startup environment

Skills and Attributes:

  • Meticulous attention to detail and commitment to accuracy
  • Exceptional analytical and problem-solving skills
  • Strong intellectual curiosity and ability to ask insightful, probing questions
  • High degree of ownership and ability to see projects through to completion
  • Adaptability and quick learning in a fast-paced environment
  • Strong interpersonal skills and ability to work effectively with diverse teams
  • Proactive and self-motivated with a drive for continuous improvement

Benefits:

  • Remote work opportunity for candidates based in Latin American countries
  • Competitive compensation: $1,500-$2,000 base salary per month (based on experience)
  • Performance-based bonuses, providing opportunity for additional earnings
  • 10 days of paid vacation time
  • Commitment to professional development and internal promotion opportunities
  • Potential for advancement into team lead or managerial roles as the company scales
  • Regular feedback and performance reviews to support your professional development
  • Exposure to cutting-edge AI and automation technologies

Join Kodif and be part of a team that's reshaping the future of customer support automation. Your analytical skills and attention to detail will directly contribute to our product's efficiency and our clients' success. If you're ready for a challenging role that offers substantial learning and growth opportunities, we want to hear from you