Senior CX Performance Analyst

Description

If you're passionate about innovation and seek to work in an agile, collaborative, and challenging environment, this could be your opportunity! For our **Customer Experience (CX)** team, we’re looking for talented individuals capable of responsibly and brilliantly leading CX-related teams. You’ll join our **CX Excellence** team, responsible for monitoring and conducting in-depth analysis of key metrics to support strategic decision-making and elevate the analytical maturity of our operations. Interested but not based in Joinville? No problem—we offer **remote/home office** work. **Responsibilities and Duties** * Analyze operational performance and identify significant deviations impacting efficiency; * Build tactical and strategic dashboards for clear visualization of KPIs; * Identify bottlenecks and opportunities for continuous improvement in customer service operations; * Support area leadership with structured analyses and actionable recommendations; * Cross-reference data from multiple sources to generate a holistic and comprehensive view of the situation. **Requirements and Qualifications** **Hard Skills:** * Proficiency in **SQL** and fundamentals of **Data Modeling** (basic level); * Practical experience in data analysis and **BI tools** (intermediate level); * Solid knowledge of **CX Metrics** and application of **Applied Statistics** to business contexts; * Skill in **data storytelling**, translating numbers into clear narratives. **Soft Skills:** * Sharp **analytical thinking** and strong **critical thinking**; * **Proactive** mindset and excellent **organizational skills**; * **Clear and assertive communication** to effectively interact with diverse teams and leadership. **Additional Information** **Differentiators** * Experience with Zendesk WFM and Zendesk Explore. * Hands-on experience with Databricks. **Additional Information** * 8-hour daily work schedule; * CLT employment contract. **We are a Fintech**, a Payment Institution accredited by the Central Bank of Brazil, and **our purpose is to maximize business productivity through technology.** We offer a complete solution for receivables management, payments, receivables anticipation, and serve over 200,000 customers—including self-employed professionals, microentrepreneurs (MEI), and large enterprises. Our dream began in 2010 in Joinville/SC, and we believe the sky is not the limit for our growth. That’s why our team is now spread across many regions of Brazil! **More than 1\.000 people dream alongside Asaas—collaboratively, innovatively, efficiently, with autonomy and freedom to soar high.** Soaring high requires resources to live and work better—and freedom to manage them. That’s why we embrace and care for our team by offering benefits that support personal and professional growth: **For health and well-being:** We provide medical and dental insurance with no co-payment, life insurance, medication purchase assistance, and support for physical activities. Additionally, Neon is our partner for team financial health, and Zenklub supports physical and mental health (we offer 4 free monthly therapy or nutritionist sessions). At our headquarters, we also offer *quick massage.* **For meals and family:** Our meal benefit is flexible, delivered via a Visa credit card. The balance can be used however each person prefers. At our headquarters, we offer *free food*, and for families, we provide daycare assistance, parental support programs, and extended maternity and paternity leave. **For education and growth:** Beyond a challenging and highly developmental environment, we offer an in-house training platform and education assistance covering 70% of tuition fees for undergraduate degrees and language courses, as well as course and book purchases—ensuring our team never stops learning. **For high-quality remote work:** We offer home office allowance, work equipment, furniture allowance, and partner with WOBA so our employees can use coworking spaces across Brazil whenever they wish. Take a virtual tour of our headquarters in Joinville/SC, **right here****!** **Extras—because the Dream Team deserves them:** We offer a birthday *Day Off*, Happy Hour allowance, referral bonuses for new hires, annual goal-based bonuses, a *Stock Options* plan, and a relaxed, *no dress code!* environment.