Position: CX Process Analyst

Type of Contract: Full-time

Location: Brazil, Mexico or Argentina

Work Model: Remote

Level: Pleno

Function Purpose:

We are seeking a highly skilled and proactive CX Process Analyst to design and optimize customer service processes that enhance operational performance and elevate the customer experience. This role requires a balance of strategic thinking and hands-on execution, focusing on improving efficiency through data-driven decisions, automation, and cross-departmental collaboration. The ideal candidate will have a strong analytical mindset, experience in fast-paced environments, and a passion for delivering exceptional customer outcomes. This position plays a critical role in ensuring smooth and scalable operations while maintaining a customer-first approach.
 

Main Responsibilities:

• Map and optimize customer service workflows to ensure operational efficiency and excellence.
• Develop and monitor key performance indicators (KPIs) to track operational performance and drive continuous improvements in the customer experience.
• Collaborate with teams across Tech, Operations, and Product to ensure CX processes are aligned and integrated.
• Implement and oversee automation and innovation initiatives to enhance efficiency and scalability.
• Define service-level agreements (SLAs) and ensure consistent execution of customer service policies.
• Stay up to date with industry trends and best practices to keep our CX operation competitive and innovative.

Main Requirements:

• Proficiency in English, Portuguese and Spanish are a plus.
• Proven experience in mapping and optimizing CX or customer service processes.
• Advanced analytical skills and knowledge of continuous improvement methodologies (e.g., Lean, Six Sigma, Design Thinking).
• Proficiency in working with data (Excel/Google Sheets, BI tools) and turning insights into strategic actions.
• Experience in fast-paced environments such as startups or scalable operations.
• Strong communication skills and ability to work effectively across multiple departments.