The Customer Support OPEX Analyst partners with cross-functional teams to monitor and improve customer service operations, document processes, and drive initiatives that boost customer satisfaction and operational performance.
About this role
The Customer Support OPEX Analyst collaborates with other cross-functional teams such as Customer Success, Customer Experience and Sales to deliver a superior customer experience and service excellence.
Key Responsibilities
Monitor and support projects and operational processes related to customer services, product inquiries, internal requests, and continuous improvement initiatives.
Ensure that proposed process designs and operational changes comply with quality standards and receive appropriate stakeholder validation and approvals.
Develop recommendations and participate in strategic projects aimed at improving customer satisfaction, operational performance, and organizational effectiveness.
Create and maintain process documentation, workflows, and operational models that clearly communicate business requirements and support team development initiatives.
Facilitate knowledge-sharing activities, contribute to documentation standards, and support onboarding and capability-building efforts across teams.
Develops knowledge-based systems, databases and expert systems that interact within the organization and to benefit customers including tools incorporated into end-user applications.
Anticipate business trends, customer challenges, and operational risks through analytical assessments and data-driven decision-making.
Measure performance against process requirements.
Resolve complex issues by following company standards.
Provide guidance and support to Operational Excellence teams by sharing best practices, insights, and lessons learned to elevate overall team performance.
Skills, Knowledge & Expertise
University degree in any area of knowledge;
At least 2 years' experience in positions such as customer success, customer experience and customer journey and other related functions;
Strong problem-solving skills and an affinity with customer-focused activities;
Proactive and analytical profile, with skills in self-management, organization and prioritization of activities;
Knowledge of the main customer service and experience metrics;
Skills and knowledge of customer experience methodologies;
Capacity for technical product learning in a highly complex industry;
Affinity with companies in the technology sector;
Intermediate English is required and basic Spanish is a plus;
Proficient with computers and standard software programs (Excel, Word, e-mail, etc.).
