Customer Care Sr Analyst
Core
Design and optimize end-to-end operational processes and resolution guides (SOPs) for regional customer care teams, while structuring automation logic to drive self-service resolution for payments, promotions, and subscriptions.
Role type
Senior Customer Care Operations Analyst
Builds
Efficient and scalable support workflows and self-service automation flows
Domain
Food delivery and quick-commerce in Latin America
Required skills
Process optimization, Root cause analysis, Data analysis (BigQuery/SQL), Workflow design, SOP creation, Stakeholder management
Preferred skills
Experience in customer experience management, Knowledge of support tool integration
Technologies
Google BigQuery, SQL
Responsibilities
Lead the design and optimization of operational processes and SOPs for regional customer care teams; Structure conditional logic and automations to drive self-service resolution; Identify root causes and user pain points to provide recommendations to Product, Payments, and Legal teams; Monitor operational deviations and platform health.
Seniority
Senior, hands-on IC
