Senior CRM Analyst

Description

Job Summary: Kovi is seeking a professional to identify customer pain points and opportunities, design and optimize automated communication workflows using CRM tools and automation logic to drive inclusion and innovation. Key Highlights: 1. Welcoming, collaborative, and continuously learning environment. 2. Promotes inclusion through efficiency and innovation. 3. Freedom to be yourself and space to grow. Although cars play a fundamental role in the lives of many people, only 25% of Latin America’s population has access to one. That’s why Kovi was born: to change this statistic! We believe everyone deserves the opportunity to steer their own lives—and in pursuit of this purpose, we work every day to create accessible, flexible, and simple mobility solutions. Today, we already offer rental plans under the groundbreaking “pay-as-you-go” model, car purchases without credit analysis, and auto insurance with simplified enrollment. And we aim to keep promoting inclusion through efficiency and innovation! The challenge is big—but our desire to make a difference is even greater! We’re looking for incredible people to join this revolution. Here, you’ll find a welcoming, collaborative, and continuously learning environment. #JoinKovi! ### **The Kovi Team:** Being a Kover means being deeply engaged when it comes to challenges. We love people who care about others, who shine with passion and have abundant energy to change the world. If you believe in a world where everyone has the opportunity to steer their own life, come be a #Kover! **Responsibilities and Duties** * Map customer journey pain points and opportunities, translating them into automated communication workflows. * Create, review, and maintain campaigns in **Customer.io** (email, WhatsApp via webhook, push notifications, SMS). * Use **dynamic variables (Liquid)** to personalize messages with customer data (values, dates, names, statuses). * Work with **dynamic segments**, based on events, attributes, and behavior. * Test and validate end-to-end journeys before activation. * Monitor workflow performance (delivery, open rate, click-through rate, responses, generated tickets) and propose continuous improvements. * Collaborate closely with CX, Product, Content, and Support teams to ensure consistency in tone, language, and experience. * Knowledge of automation logic (conditions, delays, entry/exit points). **Requirements and Qualifications** * Hands-on experience with CRM tools (Customer.io, Salesforce, or similar). * Proficiency in automation logic: workflows, conditions, delays, re-entries. * Basic knowledge of **Liquid** (filters, formatting, variable usage). * Ability to structure clear, empathetic, and business-oriented multichannel journeys. * Detail-oriented approach to QA and campaign testing. * Excellent written communication skills. * Familiarity with experience metrics (NPS, CSAT), support channels, and customer service processes. * Comfort working with data and conducting analyses. * Strong organizational skills and experience creating processes. **Preferred Qualifications** * Daily operational experience with Customer.io. * Experience with transactional and/or educational communications. * Prior work with CX, customer support, or service teams. * Basic SQL knowledge or ability to read event logs (not mandatory, but helpful!). **Additional Information** **What You’ll Find Here:** **Life Insurance:** To protect our greatest asset—our Kovers. **Health Insurance:** Taking care of yourself matters. **Dental Insurance:** So you can flash that beautiful smile! **Flash Card:** Your meal and/or food allowance—all in one card! As the saying goes: “An empty stomach doesn’t stand upright!” **SESC Partnership:** Benefit enrollment available after 90 days of employment. **Transportation Allowance or Fuel Voucher:** Your choice—how you get around is up to you. **Parents & Children:** Daycare assistance, extended maternity leave (180 days), and extended paternity leave (20 days). **Wellhub:** All Kovers receive partial subsidies from Kovi to stay active. **Kovenção:** A company-wide meeting hosted by Kovi’s leadership to keep everyone informed about business status. About Kovi At Kovi, we believe mobility changes directions. Founded in 2018 with a clear purpose—to create opportunities enabling everyone to steer their own lives—we are now recognized for delivering innovative solutions to customers, advancing financial inclusion and autonomy for those who move cities. More than a tech company, we’re a team passionate about real impact. Here, we combine data, empathy, and boldness to build a fair, sustainable, and accessible ecosystem—and this is just the beginning. Our Culture Our culture is alive, diverse, and collaborative. We value curious people who learn quickly, think differently, and co-create. At Kovi, you have the freedom to be yourself and space to grow beyond your wildest imagination. We believe innovation powers change. That’s why we encourage new ideas, experimentation, and data-driven decisions. We’re also driven by a strong sense of ownership: every person here is the protagonist of their own journey. Diversity matters. Inclusion matters too. That’s why we’re committed to building a safe, respectful, and welcoming environment for everyone. Shall we go together? If you seek purpose, real challenges, and want to join a team reinventing the present to build a fairer future—you belong here.