Senior CX Ops Analyst

Description

Job Summary: We are looking for a person to join the CX Ops team, responsible for managing software such as Zendesk and Zapier for automations and integrations, while maintaining relationships with stakeholders. Key Highlights: 1. Pioneer in flexible benefits in Brazil 2. Company recognized by GPTW 2023 3. Global unicorn that revolutionized the benefits market **About Us ✨** The **Swile Brasil** is the pioneering startup in flexible benefits in Brazil. Our mission is to help provide a better work environment for your employees through Swile’s flexible benefits, delivered via cutting-edge technology. Founded in 2016 and recognized as one of the best companies to work for by GPTW (Great Place to Work 2023\), the most innovative European ScaleUp, and the company that revolutionized the benefits market in France in 2021, becoming a **global unicorn**! **About the Role** We are seeking a person to join our CX Ops team, who will be responsible for executing daily routine tasks and larger-scale projects. Your activities will focus on managing various software tools supporting the Customer Experience (CX) teams—primarily Zendesk—configuring business rules, automations, triggers, integrations, dashboards, and more. Other tools include Qualtrics, Intercom, Braze, Typeform, and especially Zapier for building automations and tool integrations. You will be responsible for maintaining close, trusted relationships with diverse stakeholders—both technical and non-technical—across Brazil and France, as well as defining the team’s roadmap and executing large-scale projects. ### **Requirements** * Experience administering **Zendesk**: configuring triggers, automations, SLA policies, chatbots (flow builder), access permissions, groups, views, webforms, messaging, webhooks, APIs, etc. * Experience analyzing data in Zendesk **Explore**, as well as **Zendesk Co\-pilot**, **Workforce Management**, and **Quality assurance**. * Experience with **no-code automations**, preferably via **Zapier** (or tools such as Make or n8n), and strong understanding of **programming logic**. * Experience in **Customer Experience (CX)** and deep understanding of metrics such as first reply time, RWT, CSAT, as well as industry best practices. * **Advanced English** (you will be primarily responsible for interactions with teams in France and international vendors). * Excellent **communication and teamwork skills**. Ability to build close, trusted relationships with stakeholders across different departments and seniority levels, delivering with agility and high quality. * **Strategic mindset**, focused on the impact of projects not only within CX but across the entire company. Ability to anticipate problems and develop scalable solutions, always with excellent prioritization sense. ### **Our Values** * \\uD83D\\uDC9C **We are team players:** we care about our colleagues and collaborate effectively across departments * \\uD83C\\uDFCB **We are doers:** we operate with high autonomy and deliver tangible results * \\uD83C\\uDFC4 **We move fast:** we correctly identify priorities and take initiative * \\uD83D\\uDCE3 **We are ambassadors:** we understand the market, the product, and align around the same vision * \\uD83C\\uDF54 **We stay hungry:** we are resilient and enjoy learning and sharing knowledge * \\uD83C\\uDF81 **We cherish our values :** we set aside ego and accept feedback as a gift ### **What We Offer** * \\uD83D\\uDCB3 Highly attractive flexible benefits package for you to use as you wish (meals, groceries, transportation, culture, education, etc.) via the Swile card; * \\uD83D\\uDCB8 Bonus * \\uD83C\\uDFE0 Transportation Allowance \\uD83D\\uDC69‍* ️ Health and dental insurance with no co-payment; * \\uD83D\\uDCAA TotalPass (access to top gyms and studios) * \\uD83D\\uDDE3️ English classes. * \\uD83D\\uDC8A Pharmacy allowance * \\uD83E\\uDDE0 Emotional health (free therapy sessions with one of our partners) * \\uD83D\\uDCB0 Swile Shop (discounts at over 1,100 stores and restaurants) * We embrace and promote diversity and inclusion in our team, so feel free to be yourself with us \\uD83C\\uDF08