Job Summary: Customer Experience Analyst to support the democratization of commerce and financial services, ensuring effective resource allocation and continuous improvement of the area. Key Highlights: 1. Be part of a purpose that transforms lives across Latin America 2. Generate positive impact for millions of people in e-commerce and fintech 3. Work in an environment full of opportunities and challenging projects At Mercado Livre, we are democratizing commerce and financial services to transform people's lives across Latin America. Join this mission! In Customer Experience, we inspire trust in the people using our platform by delivering extraordinary experiences. We build emotional connections at every touchpoint, offering solutions and exceeding expectations across multiple support channels. To achieve this, we plan our operational capacity, design support models, monitor performance, and manage our teams’ knowledge. Make a positive impact on the experiences of millions of people while learning from the world of e\-commerce and fintech in a challenging and fun work environment! **We’re looking for people who:** * Embody entrepreneurial energy: driven by curiosity, never give up, and focus on surpassing their own limits. * Give their all because they love working with commitment and dedication. * View change as opportunity and learn from their mistakes. * Prioritize excellence and execution in everything they do. * Foster a positive, joyful, and fun atmosphere. * Know how to collaborate with others and enjoy working in teams. Imagine yourself leading dynamic, innovative, and challenging projects, **and being responsible for:** * Ensuring accurate sizing of the Customer Service operation through effective resource allocation. * Generating recommendations and insights to identify cost-efficiency opportunities in operations via cross-functional collaboration. * Conducting quantitative and qualitative analyses to diagnose the current situation and establish an appropriate framework to resolve identified issues. * Designing and building new reports, scorecards, and dashboards to measure key business metrics and levers. * Contributing to the continuous improvement of the planning area by proposing new solutions and methodologies. * Analyzing and leading Customer Experience initiatives. **Requirements:** * Proficiency in SQL and Tableau. (Must possess skills to extract information from multiple databases.) * Experience handling and analyzing data. * Knowledge of and experience applying AI-based automation models is considered a plus. **We offer you:** * The opportunity to join an entrepreneurial company where we love thinking big and long-term. * Ownership of your professional development in an environment rich with opportunities, learning, growth, expansion, and challenging projects. * Collaboration and learning alongside outstanding professionals and experts. * An excellent work environment with everything you need to have a great experience. :) Mercado Livre does not contact candidates offering job opportunities in exchange for payment. All open positions are available on our careers website. If you receive any request for money, please be cautious!
João Silva
Indeed · HR
João Silva
Indeed · HR
