Customer Operations Analyst

What this is all about

We are a global company focused on developing the best fulfillment & delivery technology in the world. We provide leading retailers with advanced software solutions to conquer the eCommerce market through flawless operations.

Our technology is designed to operate at a large scale, driving cost efficiencies and providing the most delightful digital customer experience, in line with the best providers in the world. We strive to help traditional retailers take on the digital world in just a few days.

Profile:

As an Operations Analyst, you will support our Customer Success team by helping clients understand, configure, and adopt our platform. You will provide first-level functional support, analyze operational and product usage data, deliver client trainings, document key processes, and escalate relevant risks or opportunities to Customer Success Managers.

Key Responsibilities

• Analyze data related to product usage to bring new insights to the client in order to improve their operational goals.

• Deliver training to clients on our functionalities and explain how to configure our software.

• Resolve doubts on product usage/configuration/etc.

• Carry out weekly follow up calls with our clients.

• Escalate product or customer issues that need to be addressed by customer success managers.

• Create documentation, presentations, user manual and other resources to help clients use the product effectively.

• Accurately record meeting minutes, including key points discussed, decisions made, actions agreed upon and deadlines set during the meetings.

• Monitor operational KPIs and product usage metrics to identify adoption gaps, operational inefficiencies, and improvement opportunities.

• Triage functional issues reported by clients, gather the required evidence, reproduce scenarios when needed, and escalate well-documented cases to Support, Product, or Engineering teams.

• Support clients with basic platform configuration, validation of operational flows, and adoption of best practices.

Your SuperPowers🎯

• We are looking for a recent graduate or a candidate with up to 6 months of professional experience who is interested in data analysis and analytics applied to logistics and operations. We value analytical thinking, problem-solving skills, and a strong motivation to build a career in operational environments and continuous improvement.

• You are an ops lover: Ask smart questions about the operation

• Management of tools for data analysis: Excel

• Excellent communication and organizational skills

• Be a results-driven person

• Advance English

• Ability to perform well under high-pressure environments

• We would extra love it if you have customer-facing experience

• Analytical thinking and ability to translate data into operational recommendations.

• Strong attention to detail.

• Ability to document issues clearly and structure information.

• Basic understanding of SaaS platforms, ecommerce, logistics, retail operations or last-mile delivery.

• Ability to manage multiple clients, tasks, and follow-ups at the same time.

🪄 What we bring to the table

• 🌎Hybrid Work:A balance of remote work and weekly office collaboration

• 📚Growth Path:A clear trajectory to grow into a Solutions Engineer or Solutions Architect role

• 🏥Health insurance:Get the attention and care that you deserve. Available in some countries.