Description:

We are seeking an Operations Data Analyst to enhance operational excellence within our Customer Experience and Business Operations teams.
The role involves analyzing customer service trends, operational workflows, and key business KPIs to provide insights that improve customer satisfaction and streamline processes.
You will collaborate with various teams, including Customer Service, Operations, Product, and Leadership, to ensure exceptional service delivery while scaling effectively.
Daily responsibilities include analyzing customer service interactions, developing dashboards and reporting tools, and partnering with Operations to identify process improvements.
You will segment and analyze customer support data, provide analyses for capacity planning, and support leadership with data-driven insights for strategic decisions.
The role also requires performing root cause analyses on operational incidents and ensuring data quality across systems.
You will monitor KPIs, flag anomalies, and identify emerging trends proactively.

Requirements:

A Bachelor’s degree in Analytics, Business, Economics, Statistics, or a related field is required.
Candidates must have 2+ years of experience in a Data Analyst, Business Operations, Customer Insights, or similar analytics role.
Proficiency in SQL is essential, 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 necessary.
Familiarity with customer service platforms like Zendesk or Salesforce Service Cloud is required.
A strong understanding of operational KPIs, including CSAT, NPS, and Average Handle Time, is needed.
Candidates should be comfortable working through ambiguous problems and communicating actionable insights.
Demonstrated critical thinking, business judgment, and problem-solving skills are essential.
Experience collaborating with cross-functional teams and influencing stakeholders using data is required.
The ability to manage multiple priorities in a fast-paced environment is necessary.
Experience with Workforce Management tools or support planning models is a plus.
Familiarity with CRM and support ticket data structures is desirable.
Exposure to statistical techniques, such as regression analysis, is advantageous.
A background in a high-growth tech company, marketplace, SaaS, or consumer-facing business is preferred.

This is a contract position with a salary range of $30,000 to $50,000 per year, based on the role's scope and the candidate's expertise.
Compensation is aligned with national market benchmarks.
The position offers the opportunity to work remotely from anywhere in South America.
You will play a critical role in shaping the customer experience and operational processes as the company grows.