Operations & Performance Analyst

We are looking for a hands-on Operations & Performance Analyst to strengthen our Support Operations. This role goes beyond data analysis: you will be directly responsible for configuring tools, building workflows, and implementing solutions that improve our team’s efficiency and customer experience. The ideal candidate is a problem-solver who can both dive deep into data and roll up their sleeves to create automations, dashboards, and process improvements from scratch.

Key Responsibilities

• Own the configuration, maintenance, and optimization of Support tools and CRM platforms (e.g., routing, forms, quick automations, integrations).
• Build workflows and small automations to reduce manual work and increase efficiency.
• Work on continuing improvement over the current flows we have, be passionate about finding optimizations in the process with data-driven inputs
• Develop dashboards and reporting systems from scratch to track KPIs such as SLA, CSAT, FCR, backlog, and agent performance.
• Collaborate with Support leadership to design processes and implement scalable solutions.
• Perform root cause analysis of recurring issues and implement fixes directly in tools/processes.
• Serve as the go-to person for technical problem-solving within the Support team.
• Continuously identify opportunities to leverage data and technology to improve customer and agent experience.
  

Requirements

• Bachelor’s degree in Business, Engineering, Computer Science, or related field (or equivalent hands-on experience).
• 2–4 years of experience in Support Operations, Business Operations, or as a CRM/Tools Analyst.
• Practical experience building dashboards (Tableau, Power BI, Looker, or similar).
• Familiarity with automation tools (Zapier, Make, Integromat, or native CRM automations) or hacky solutions to solve problems
• Basic knowledge of SQL, APIs, or scripting to manipulate and extract data is a strong plus.
• Strong problem-solving skills and ability to execute solutions independently.
• Proactive, detail-oriented, and comfortable creating things from scratch.
• You must be adaptable! we are a startup, and change is part of our routine.

Nice to Have

• Experience in a fast-paced, high-volume Support environment.
• Understanding of AI-powered support tools (chatbots, workflow automation, knowledge bases).
• Ability to prototype and test process changes quickly.
• Experience configuring and managing CRM/Support platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) is a plus
• Spanish is a plus.

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