CX Operations Analyst

Há 9 horas

São Paulo State of São Paulo Brazil Nearshore Business Solutions Tempo inteiro US$60.000 - US$120.000 por ano


Job Title: CX Operations Analyst / Specialist

Location: Remote Latin America Preferred

Type of Contract: Full-Time

Salary Range: Market Rates

Language Requirements: English (Professional Proficiency)

We are seeking a skilled CX Operations Analyst/Specialist with deep experience in HubSpot administration and post-sales process optimization to join our growing team at Compliancy Group. You will play a key role in enabling our Customer Success organization by streamlining workflows, ensuring data accuracy, and strengthening operational alignment across teams. Your work will directly impact forecasting accuracy, onboarding quality, customer health visibility, and overall team efficiency.

Key Responsibilities

  • Act as the primary HubSpot administrator for the CX organization, managing configuration, workflows, pipelines, data hygiene, properties, and reporting dashboards.

  • Maintain and optimize CX processes such as onboarding flows, renewal tracking, forecasting workflows, account health updates, and task automation.

  • Support and enhance renewal forecasting by improving CSM forecasting workflows and ensuring data quality across related fields and processes.

  • Process, validate, and manage customer orders while partnering with Finance to reconcile records between HubSpot and Chargebee.

  • Collaborate with CX leadership to implement operational improvements, strengthen documentation, and support team enablement initiatives.

  • Produce recurring operational reports and insights to support KPI tracking and strategic decision-making.

  • Document and communicate all process updates in Confluence and serve as a process architect for improvements across Implementation, Support, and Customer Success.

  • Partner with Engineering to maintain and update the customer health dashboard (BI tool aggregating data from multiple databases).

  • Monitor system performance, troubleshoot issues, and coordinate enhancements with cross-functional teams.

Must-Have Qualifications

  • 3 - 5 years of experience in CX operations, revenue operations, or customer success support roles.

  • Hands-on HubSpot administration experience (required), including automation, pipelines, properties, workflows, and reporting.

  • Strong understanding of post-sales processes, the customer lifecycle, and renewal forecasting workflows.

  • Experience validating bookings and reconciling CRM data with financial systems.

  • Strong analytical skills and comfort working with metrics, dashboards, and BI tools.

  • Excellent organizational skills with the ability to manage multiple processes and priorities.

  • Clear communication skills with proven success collaborating across Customer Success, Sales, Finance, Operations, and Engineering.

  • Proactive problem solver comfortable in a fast-paced, evolving environment.

Preferred Qualifications

  • Experience in SaaS or compliance-focused organizations.

  • Familiarity with order management workflows and subscription-based billing models.

  • Knowledge of additional CX or RevOps tools (Zendesk, Intercom, Gainsight, or similar).


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