Remote Ops Data Analyst - South America

Description:

• We are looking for an Operations Data Analyst to drive operational excellence across our Customer Experience and Business Operations teams.
• The role involves analyzing customer service trends, operational workflows, and key business KPIs to surface insights that will improve customer satisfaction and streamline internal processes.
• You will collaborate closely with teams across Customer Service, Operations, Product, and Leadership to ensure exceptional service delivery while scaling effectively.
• Daily responsibilities include analyzing customer service interactions, resolution times, escalation patterns, and satisfaction metrics to identify improvement opportunities.
• You will develop and maintain dashboards, scorecards, and reporting tools for key operational and customer service KPIs.
• The role requires partnering with Operations to analyze workflows, identify bottlenecks, and recommend process improvements.
• You will segment and analyze customer support data to uncover trends related to product issues, support volume drivers, or customer churn risk.
• Providing ad-hoc and recurring analyses to support capacity planning, staffing forecasts, and workforce optimization is essential.
• You will support leadership with data-driven insights for strategic decision-making around customer experience initiatives and operational scaling.
• Performing root cause analyses on operational incidents or customer complaints and quantifying the business impact is part of the job.
• Ensuring data quality, consistency, and reliability across customer support systems and business operations databases is crucial.
• You will collaborate with Product, Engineering, and other teams to close feedback loops and prioritize improvements based on customer insights.
• Monitoring KPIs over time, flagging anomalies, and proactively identifying emerging trends will be part of your responsibilities.

Requirements:

• A Bachelor’s degree in Analytics, Business, Economics, Statistics, or a related field is required.
• You should have 2+ years of experience in a Data Analyst, Business Operations, Customer Insights, or similar analytics role.
• Proficiency in SQL is necessary, with the ability to query and analyze large datasets.
• Hands-on experience with data visualization tools such as Hex, Looker, Tableau, or Power BI is required to create insightful dashboards and reports.
• Familiarity with customer service platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk, Intercom) and understanding of operational workflows is essential.
• A strong grasp of operational KPIs including CSAT, NPS, First Response Time (FRT), Average Handle Time (AHT), resolution rates, escalations, and backlog is needed.
• You should be comfortable working through ambiguous problems, performing deep analysis, and communicating clear and actionable insights.
• Demonstrated strength in critical thinking, business judgment, and problem-solving is required.
• Experience collaborating with cross-functional teams and influencing stakeholders using data is necessary.
• The ability to manage multiple priorities in a fast-paced, dynamic environment is essential.
• Experience with Workforce Management (WFM) tools or support planning models is a plus.
• Familiarity with CRM and support ticket data structures is nice to have.
• Exposure to statistical techniques, such as regression analysis or forecasting models, is a plus.
• A background in a high-growth tech company, marketplace, SaaS, or consumer-facing business is an advantage.

Benefits:

• The position offers a salary range of $30,000 - $50,000 a year, based on the role's scope, national market benchmarks, and the person's expertise and experience.
• This is a contract position, providing flexibility in work arrangements.
• You will have the opportunity to collaborate with various teams and influence strategic decisions within the company.
• The role allows for professional growth and development in a dynamic and fast-paced environment.