Ops Data Analyst - South America

The Role We Need:

The Person We Are Looking For: 

Here’s What You’ll Do Day-To-Day:

• Analyze customer service interactions, resolution times, escalation patterns, and satisfaction metrics (e.g., CSAT, NPS) to identify opportunities for improvement.
• Develop and maintain dashboards, scorecards, and reporting tools for key operational and customer service KPIs.
• Develop and maintain dashboards, scorecards, and reporting tools for key operational and customer service KPIs.
• Partner with Ops to analyze workflows, identify bottlenecks, and recommend process improvements that increase operational efficiency.
• Segment and analyze customer support data to uncover trends related to product issues, support volume drivers, or customer churn risk.
• Provide ad-hoc and recurring analyses to support capacity planning, staffing forecasts, and workforce optimization.
• Support leadership with data-driven insights for strategic decision-making around customer experience initiatives and operational scaling.
• Perform root cause analyses on operational incidents or customer complaints and quantify the business impact.
• Ensure data quality, consistency, and reliability across customer support systems and business operations databases.
• Collaborate with Product, Engineering, and other teams to close feedback loops and prioritize improvements based on customer insights.
• Monitor KPIs over time, flag anomalies, and proactively identify emerging trends.

Here’s What You’ll Need to Be Successful:

• Bachelor’s degree in Analytics, Business, Economics, Statistics, or a related field.
• 2+ years of experience in a Data Analyst, Business Operations, Customer Insights, or similar analytics role.
• Proficient in SQL, with the ability to query and analyze large datasets.
• Hands-on experience with data visualization tools such as Hex, Looker, Tableau, or Power BI to create insightful dashboards and reports.
• Familiarity with customer service platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk, Intercom) and understanding of operational workflows.
• Strong grasp of operational KPIs including CSAT, NPS, First Response Time (FRT), Average Handle Time (AHT), resolution rates, escalations, and backlog.
• Comfortable working through ambiguous problems, performing deep analysis, and communicating clear and actionable insights.
• Demonstrated strength in critical thinking, business judgment, and problem-solving.
• Experience collaborating with cross-functional teams and influencing stakeholders using data.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• Experience with Workforce Management (WFM) tools or support planning models is a plus
• Familiarity with CRM and support ticket data structures is nice to have.
• Exposure to statistical techniques, such as regression analysis or forecasting models, is a plus.
• Background in a high-growth tech company, marketplace, SaaS, or consumer-facing business is an advantage.

The Interview Process:

• Your application will be reviewed for possible next steps by the Hiring Manager.
• If you meet eligibility requirements, the next step would be a video screen with a member of the PeopleOps team for about thirty (30) minutes.
• If warranted, the next step would be taking an SQL assessment.
• If warranted, the next step would be meeting our Head of BI for thirty (30) minutes.
• If warranted, the next step would be a video interview with a small panel of key stakeholders for one and a half hours. For this interview, a candidate would execute a live business case presentation for discussion.
• If warranted, the next step would be a video panel interview with our key CX stakeholders for forty-five (45) minutes. For this interview, you'll present the same business case for discussion.
• If warranted, then we move to contract!