Operations & Performance Analyst

Há 2 dias

Brasil Draiver Tempo inteiro R$45.000 - R$85.000 por ano

We are looking for a hands-on Operations & Performance Analyst to strengthen our Support Operations. This role goes beyond data analysis: you will be directly responsible for configuring tools, building workflows, and implementing solutions that improve our team's efficiency and customer experience. The ideal candidate is a problem-solver who can both dive deep into data and roll up their sleeves to create automations, dashboards, and process improvements from scratch.

Key Responsibilities
  • Own the configuration, maintenance, and optimization of Support tools and CRM platforms (e.g., routing, forms, quick automations, integrations).
  • Build workflows and small automations to reduce manual work and increase efficiency.
  • Work on continuing improvement over the current flows we have, be passionate about finding optimizations in the process with data-driven inputs
  • Develop dashboards and reporting systems from scratch to track KPIs such as SLA, CSAT, FCR, backlog, and agent performance.
  • Collaborate with Support leadership to design processes and implement scalable solutions.
  • Perform root cause analysis of recurring issues and implement fixes directly in tools/processes.
  • Serve as the go-to person for technical problem-solving within the Support team.
  • Continuously identify opportunities to leverage data and technology to improve customer and agent experience.
Requirements
  • Bachelor's degree in Business, Engineering, Computer Science, or related field (or equivalent hands-on experience).
  • 2–4 years of experience in Support Operations, Business Operations, or as a CRM/Tools Analyst.
  • Practical experience building dashboards (Tableau, Power BI, Looker, or similar).
  • Familiarity with automation tools (Zapier, Make, Integromat, or native CRM automations) or hacky solutions to solve problems
  • Basic knowledge of SQL, APIs, or scripting to manipulate and extract data is a strong plus.
  • Strong problem-solving skills and ability to execute solutions independently.
  • Proactive, detail-oriented, and comfortable creating things from scratch.
  • You must be adaptable we are a startup, and change is part of our routine.
Nice to Have
  • Experience in a fast-paced, high-volume Support environment.
  • Understanding of AI-powered support tools (chatbots, workflow automation, knowledge bases).
  • Ability to prototype and test process changes quickly.
  • Experience configuring and managing CRM/Support platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) is a plus
  • Spanish is a plus.

  • Product operations analyst

    1 dia atrás

    Brasil Keeta Tempo inteiro

    Let's talk about Keeta Keeta is the international subsidiary of Meituan , one of the world's largest tech and delivery ecosystems, with a bold mission: help people eat better and live better. With that vision in mind, we're expanding globally and getting ready to launch our app in Brazil and we're looking for extraordinary people to join us on this journey...

  • Business Operations Analyst

    Há 6 dias

    Brasil Thoughtworks Tempo inteiro US$104.000 - US$130.878 por ano

    The Global Partner Success team plays a critical role in enabling Thoughtworks to collaborate effectively with strategic partners, hyperscalers (e.g., AWS, GCP, Microsoft), and technology (ISV) partners (e.g., Databricks). As we continue to expand and optimize these partnerships, we are strengthening our operational capabilities to drive efficiency, maximize...

  • Product operations analyst

    1 dia atrás

    Brasil Keeta Tempo inteiro

    Let's talk about Keeta Keeta is the international subsidiary of Meituan , one of the world's largest tech and delivery ecosystems, with a bold mission: help people eat better and live better. With that vision in mind, we're expanding globally and getting ready to launch our app in Brazil and we're looking for extraordinary people to join us on this journey...

  • Accounting analyst

    Há 3 dias

    Brasil Array Technologies Tempo inteiro

    Job Summary: The Junior Accounting Analyst will play a key role in the accounting department, assisting with daily accounting activities and ensuring the accuracy and integrity of financial data. This position is ideal for a proactive and detail-oriented individual looking to grow their career in finance. The analyst will be responsible for supporting...

  • Client Operations Analyst

    2 semanas atrás

    Brasil Hex Trust Tempo inteiro

    About Hex TrustHex Trust, established in 2018, offers fully regulated institutional digital asset Custody, Staking, and Markets services to builders, investors, and service providers. Drawing on the expertise of veteran banking technologists and award-winning financial services leaders, Hex Trust continues to innovate with its proprietary bank-grade...

  • Client Operations Analyst

    2 semanas atrás

    Brasil Hex Trust Tempo inteiro

    About Hex TrustHex Trust, established in 2018, offers fully regulated institutional digital asset Custody, Staking, and Markets services to builders, investors, and service providers. Drawing on the expertise of veteran banking technologists and award-winning financial services leaders, Hex Trust continues to innovate with its proprietary bank-grade...

  • Procurement operations analyst

    2 semanas atrás

    Brasil InComm Payments Tempo inteiro

    In Comm is a global leader in the payments industry with over 30 years of experience and a presence in 30+ countries. As pioneers in gift cards, we hold two-thirds of the global market share. Our mission is to revolutionize global commerce through innovative payment technologies for retailers, brands, and consumers. Job Summary The Analyst will assist in...

  • Tax sr analyst

    Há 3 dias

    Brasil CHEP Tempo inteiro

    Join Our Team as Tax Sr Analyst – Brazil (São Paulo) Advanced EnglishLocation: São Paulo, BrazilDepartment: Finance LATAMReports to: Senior Tax Manager LATAMAre you a seasoned tax professional ready to lead and make an impact in a global organization? We’re looking for a Tax Sr Analyst to oversee tax compliance and strategic initiatives for our...

  • Tax sr analyst

    1 dia atrás

    Brasil CHEP Tempo inteiro

    Join Our Team as Tax Sr Analyst – Brazil (São Paulo) Advanced EnglishLocation: São Paulo, BrazilDepartment: Finance LATAMReports to: Senior Tax Manager LATAMAre you a seasoned tax professional ready to lead and make an impact in a global organization? We're looking for a Tax Sr Analyst to oversee tax compliance and strategic initiatives for our Brazilian...

  • Operations manager

    1 dia atrás

    Brasil Velaro Network Tempo inteiro

    Responsibilities: Execute and maintain operational workflows for cross-border payments (including fiat and stablecoin transactions) and VASP activities. Monitor transaction costs, identify inefficiencies, and propose improvements to enhance operational performance. Manage daily financial operations, including accounts payable/receivable, cash flow tracking,...