Mid-Level CX Analyst – Enablement, KCS, Automation

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

📋 Description

• Implement technologies that enhance operations, including Zendesk Copilot, by developing effective solutions to streamline daily customer support.

• Enhance training processes by aligning learning strategies and tools with the requirements of customer support.

• Facilitate the onboarding and continuous education of CX teams, integrating training methodologies with ongoing technology initiatives.

• Oversee the management of rules and workflows within Zendesk.

• Maintain the internal knowledge base and document procedures accurately.

• Collaborate with CX teams and CAP functions to ensure processes and information are consistent and accurate.

• Act as a communication link between project delivery and customer support operations, ensuring stakeholders remain engaged and aligned.

• Document knowledge bases using the KCS methodology to ensure traceability and apply lessons learned effectively.

⛳️ Requirements

• Proven experience with KCS and training within customer support or operational settings.

• Familiarity with technology, AI, and automation as they relate to customer support.

• Background in project management and process improvement.

• Currently pursuing or holding a bachelor's degree in Business Administration, Technology, Process Management, or a related area.

• Strong skills in communication, teamwork, active listening, and proactive problem-solving.

• Experience with Zendesk; familiarity with the platform’s AI assistant (Copilot) is preferred.

• Understanding of agile methodologies, such as Kanban or Scrum.

• Experience in creating AI instructions, prompts, and automated workflows.

• Background in CX operations or with support and CRM platforms.

🏝️ Benefits

• Medical and dental insurance with no copay.

• Life insurance coverage.

• Assistance with prescription medications.

• Support for fitness-related expenses.

• Four complimentary therapy or nutritionist sessions each month through Zenklub.

• Quick massage services available at headquarters.

• Flexible meal and food allowance provided on a Visa card.

• Free meals at the headquarters.

• Childcare assistance offered.

• Parental support program available.

• Extended maternity and paternity leave policies.

• In-house training platform for continuous learning.

• Education assistance covering 70% of undergraduate tuition and language courses, in addition to support for purchasing courses and books.

• Home office allowance provided.

• Provision of work equipment.

• Home office furniture allowance available.

• Partnership with WOBA for access to coworking spaces across Brazil.

• Birthday-month day off policy.

• Happy hour allowance provided.

• Referral bonus for bringing in new employees.

• Annual performance-based bonus structure.

• Stock option plan available.

• No dress code policy.