This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista de SupportOps based in Brazil.
This role is an opportunity for a data-driven professional to transform operational information into actionable insights that improve customer support performance.
You will work at the intersection of data analysis, operations, and business strategy, helping teams make smarter decisions based on reliable metrics.
The position focuses on optimizing support processes, improving visibility into performance indicators, and increasing operational efficiency.
You will contribute to building dashboards, automating reports, and creating a strong data-driven culture within a technology-focused support environment.
The role requires analytical thinking, curiosity, and the ability to translate complex data into clear recommendations.
You will have the opportunity to influence operational maturity while collaborating with technical and business teams in a continuously evolving environment
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista de SupportOps based in Brazil.
This role is an opportunity for a data-driven professional to transform operational information into actionable insights that improve customer support performance.
You will work at the intersection of data analysis, operations, and business strategy, helping teams make smarter decisions based on reliable metrics.
The position focuses on optimizing support processes, improving visibility into performance indicators, and increasing operational efficiency.
You will contribute to building dashboards, automating reports, and creating a strong data-driven culture within a technology-focused support environment.
The role requires analytical thinking, curiosity, and the ability to translate complex data into clear recommendations.
You will have the opportunity to influence operational maturity while collaborating with technical and business teams in a continuously evolving environment
Accountabilities:
- Consolidate, validate, and maintain the quality of customer support operational data.
- Define, monitor, and continuously improve operational indicators such as SLA, response times, backlog, aging, throughput, and other performance metrics.
- Build executive and operational dashboards to provide visibility into support performance.
- Analyze operational trends, identify bottlenecks, detect deviations, and recommend improvement opportunities.
- Support leadership decision-making through data analysis and actionable insights.
- Monitor SLA compliance and performance across different support levels (N1, N2, and N3).
- Develop demand forecasts and operational capacity planning analyses.
- Standardize metrics, definitions, processes, and data sources to improve reliability.
- Automate reports, data extraction routines, and operational workflows.
- Manage and continuously improve Zendesk configurations, ensuring data accuracy and platform reliability.
- Promote a data-driven mindset and continuous improvement culture within support operations.
- Bachelor’s degree completed in Information Technology, Information Systems, Computer Engineering, Systems Analysis, or related fields.
- Experience with MIS, Business Intelligence, operational analytics, or data analysis.
- Experience creating and monitoring KPIs and operational performance indicators.
- Experience with BI tools such as Power BI, Looker, Tableau, or similar platforms.
- Advanced Excel or Google Sheets skills.
- Experience with SQL for data analysis and information extraction.
- Experience with Zendesk or other customer support platforms.
- Experience working with support operation metrics or contact center environments.
- Experience with technical support operations (N1, N2, or N3).
- Experience with forecasting, capacity planning, and operational planning.
- Experience automating processes through scripts, ETL, or data workflows.
- Experience in technology companies or SaaS environments is a plus.
- Ability to transform data into clear analyses, recommendations, and improvement initiatives.
- Certifications in Power BI, Tableau, Data Analytics, or related areas.
- Zendesk-related certifications.
- Knowledge of Python for automation and data processing.
- Experience integrating data through APIs.
- Experience with ETL tools and data pipelines.
- Previous experience structuring or scaling MIS or SupportOps functions.
- Postgraduate studies in Data Analytics, Business Intelligence, or Management.
- Strong analytical mindset and attention to detail.
- Critical thinking and problem-solving abilities.
- Ability to interpret data and identify improvement opportunities.
- Results-oriented approach based on metrics and indicators.
- Proactivity, autonomy, and ownership.
- Strong communication skills with both technical and business teams.
- Ability to work collaboratively in evolving environments.
- Continuous improvement mindset and curiosity for innovation and technology.
- Commitment to data quality, accuracy, and operational excellence.
- CLT employment contract.
- Fully remote work model.
- Health insurance.
- Meal or food allowance.
- Birthday day off.
- Paternity leave.
- Childcare assistance.
- Home office allowance.
The Analista de SupportOps will be responsible for managing operational data, developing performance insights, and supporting strategic decisions through accurate metrics, reporting, and process improvements.
Requirements:
The ideal candidate has experience with operational analytics, business intelligence, and support environments, with strong analytical skills and the ability to turn data into business recommendations.
Differentiators:
Key competencies: