CS Operational Excellence Analyst

Department: Customer Support

Employment Type: Full Time

Location: LATAM-Brazil-Sao Paulo

Description

In this role, you will…

•  Monitor and support projects and operational processes related to customer services, product inquiries, internal requests, and continuous improvement initiatives. 
• Ensure that proposed process designs and operational changes comply with quality standards and receive appropriate stakeholder validation and approvals. 
• Develop recommendations and participate in strategic projects aimed at improving customer satisfaction, operational performance, and organizational effectiveness. 
• Create and maintain process documentation, workflows, and operational models that clearly communicate business requirements and support team development initiatives.
• Facilitate knowledge-sharing activities, contribute to documentation standards, and support onboarding and capability-building efforts across teams.
• Develops knowledge-based systems, databases and expert systems that interact within the organization and to benefit customers including tools incorporated into end-user applications.
• Anticipate business trends, customer challenges, and operational risks through analytical assessments and data-driven decision-making.
• Measure performance against process requirements.
• Resolve complex issues by following company standards.
• Provide guidance and support to Operational Excellence teams by sharing best practices, insights, and lessons learned to elevate overall team performance.

For this role, you'll need...

• University degree in any area of knowledge;
• At least 2 years' experience in positions such as customer success, customer experience and customer journey and other related functions;
• Strong problem-solving skills and an affinity with customer-focused activities;
• Proactive and analytical profile, with skills in self-management, organization and prioritization of activities;
• Knowledge of the main customer service and experience metrics;
• Skills and knowledge of customer experience methodologies;
• Capacity for technical product learning in a highly complex industry;
• Affinity with companies in the technology sector;
• Intermediate English is required and basic Spanish is a plus;
• Proficient with computers and standard software programs (Excel, Word, e-mail, etc.).
  
  

Join us!