Operations & Performance Analyst

Há 2 dias

Ituiutaba, Brasil Draiver Tempo inteiro

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 ResponsibilitiesOwn 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 inputsDevelop 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.RequirementsBachelor'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 problemsBasic 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 HaveExperience 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 plusSpanish is a plus.

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