CRM Operations Analyst – Mid-level

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee the automated HSM message journeys, pinpointing breakpoints or stalls.

• Supervise ad hoc WhatsApp and email communications, verifying audience engagement, delivery rates, and audience attrition.

• Evaluate lead distribution between Nina and sales representatives, making necessary adjustments to queue configurations.

• Assess commercial capacity by comparing generated lead volume with actual handling capability.

• Monitor journey execution time from lead generation to the first contact by the sales representative.

• Initiate and manage operational incidents until resolution, identifying root causes to prevent future occurrences.

• Aggregate and report on operational health to aid in decision-making.

• Ensure operational stability with swift issue identification and ongoing support for operational efficiency.

• Independently create and maintain reports and queries for the operation.

⛳️ Requirements

• Proven experience in real-time operations and monitoring.

• Familiarity with CRM systems, sales/commercial teams, or sales funnel management.

• Knowledge of SQL, including tables, joins, and filters to create operational monitoring views.

• Self-sufficiency and an ownership mentality, suggesting solutions alongside challenges.

• Operational resilience, offering alternatives or manual workarounds when optimal tools are not available.

• Strong critical thinking skills with a ‘seek the why’ mindset prior to execution.

• Systematic approach to documenting incidents.

• Proactivity in establishing processes that are currently non-existent, with support from leadership.

• Clear and concise communication for reporting operational health and escalating issues to departments like Sales and Data/Engineering.

• Proficient in advanced Excel.

• Experience with WhatsApp automation.

• Knowledge of multichannel support/conversation tools such as Omnichat, Chatwoot, or similar platforms.

• Background in EdTech or consultative sales models.

• Familiarity with Business Intelligence tools like Metabase, Looker, etc., for real-time data visualization.

🏝️ Benefits

• Option for remote work.

• Caju meal voucher – R$27.00 (10% payroll contribution).

• Culture voucher worth R$50.00 for cinema, event tickets, books, or streaming services.

• SulAmérica health plan with no fixed monthly cost for the employee; 30% copayment limited to R$150.00.

• AMIL dental plan provided at no cost.

• Zurich life insurance coverage.

• Referral bonus of R$500.00.

• Zenklub: two complimentary sessions per month; additional sessions at R$70.00 each.

• PsiU psychotherapy available at a fixed rate of R$75.00 per session.

• Wellhub (Gympass) digital plan at no cost, plus access to over 10 other plans and variations.

• Fluency SkillUp: a complimentary choice of one language or technology course.

• Exclusive Me Poupe finance course content.

• Access to a Gen-AI course.

• Day off on your birthday.

• Provision of support infrastructure and shipping of equipment.

• Casual work environment promoting team spirit and collaboration with talented colleagues.

• Freedom to work, develop, and implement innovative ideas.

• Ongoing development through Individual Development Plans (IDP), feedback sessions, 1:1s, and regular performance reviews.

• Opportunities to engage in internal mentoring programs and participate in Fluency product beta cohorts.

• Baby gift provided.

• No dress code policy.