Senior Analyst, Customer Support Operations

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

📋 Description

• Oversee the quarterly and annual planning processes by crafting intricate, multi-variable forecasts and scenario analyses that guide strategic investments and resource allocation choices.

• Collaborate with cross-functional leadership—encompassing Support, Product, Finance, and CX—to extract data-driven insights that enhance business performance and convert findings into clear, prioritized recommendations.

• Sustain and continuously refine the Customer Support operational cadence, which includes preparing accurate, insight-rich content for monthly and quarterly business reviews to guarantee leadership's understanding of goals, scope, and performance trends.

• Develop and manage self-service dashboards and automated reporting pipelines that provide stakeholders with real-time visibility into key performance indicators, capacity trends, and overall operational health.

• Serve as the analytical lead or workstream owner on cross-functional projects—such as new tool implementations and process redesigns—ensuring that data-driven perspectives are integrated from planning through execution.

• Take ownership of data definitions, metric governance, and reporting standards, ensuring uniformity across dashboards and business review materials, enabling stakeholders to trust and act upon the data presented.

• Conduct comprehensive analysis of the customer experience, pinpointing root causes of complex, systemic issues and proposing practical, measurable adjustments to minimize friction and enhance satisfaction.

• Analyze CSAT, NPS, and customer effort data to uncover key factors influencing satisfaction and dissatisfaction, transforming Voice of Customer signals into actionable enhancements for the support team.

• Investigate industry best practices and operational frameworks among leading SaaS companies, identifying opportunities to boost team efficiency and suggesting creative, innovative solutions to moderately complex operational challenges.

• Collaborate with Workforce Management to create capacity planning analyses that assist the team in forecasting demand, optimizing staffing, and proactively addressing obstacles before they affect execution.

• Utilize emerging AI and automation tools to refine routine analytical workflows, accelerate insight generation from complex datasets, and enhance the overall impact and speed of the team.

• Assess new technologies, platforms, and analytical methodologies pertinent to support operations, acting as an internal champion for tools that enhance decision-making and customer service.

⛳️ Requirements

• Bachelor’s degree in Business, Economics, or a quantitative discipline.

• Over 5 years of experience in business analytics, strategy, operations, or a related field, ideally within a SaaS or technology organization.

• Proven experience in synthesizing complex, ambiguous datasets into clear narratives and actionable insights for senior stakeholders.

• Experience in leading or significantly contributing to planning cycles, business reviews, or strategic forecasting activities.

• Proven ability to present findings to cross-functional and executive audiences.

• Demonstrated experience in managing multiple priorities in a fast-paced environment, proactively anticipating challenges and adapting as business contexts shift.

• Proficiency in SQL for ad hoc data querying, exploration, and validation of data pipelines.

🏝️ Benefits

• Opportunities for professional development.

• Flexible working arrangements.

• Options for remote work.