Customer Support Analyst - Operaciones
Core
Customer Support Analyst focused on transforming customer experience through data analysis, automation, and AI-driven process improvements.
Role type
Customer Support Analyst (CX & Operations)
Builds
Intelligent, automated customer support flows and data-driven CX strategies
Domain
Urban mobility / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Customer support, data analysis, CRM management, automation design, NPS management, crisis management, process improvement
Preferred skills
AI tools for support, no-code/low-code automation, scripting/prompt engineering, Lean/Six Sigma
Technologies
Zendesk, Salesforce, n8n, Zapier, Make, Google Workspace
Responsibilities
Handle user and partner inquiries across chat, email, and social media; monitor and analyze support KPIs to drive service improvements; identify and implement automation opportunities using AI and no-code tools; conduct agent audits to ensure quality standards; analyze complex cases to find and systematize effective solutions; maintain response SLAs; propose preventive actions to protect brand reputation.
Seniority
Individual Contributor, early-mid career
