Support Operations Analyst

TL;DR

Support Operations Analyst (Data): Analyze support operations data to identify bottlenecks, defects, and frictions, optimizing workflows and aligning agent performance with retention and conversion OKRs with an accent on dashboarding, root cause analysis, and product improvements. Focus on building automated BI dashboards, auditing data quality, exploring LLMs for chat log analysis, and collaborating with operations leadership on actionable insights.

Location: Remote work environment (offices in Miami and Mexico City; hybrid model preferred if located nearby)

Company

Hyper-growth Series B fintech revolutionizing remittances for Latin immigrants in the US via AI-powered WhatsApp chatbot, blockchain, and stablecoins.

What you will do

• Build and maintain automated dashboards using BI tools to monitor agent throughput, queue times, and SLA compliance.
• Conduct root cause analysis on ticket inflow and workflows to identify preventable issues and bottlenecks.
• Develop and test agent performance metrics balancing efficiency and quality.
• Audit support data sources for inconsistencies and collaborate with Engineering on new tracking events.
• Explore LLM use cases for analyzing chat logs and support performance.
• Partner with Operations leadership to translate insights into strategies improving retention and conversion.

Requirements

• Strong SQL skills for querying, cleaning, and analyzing operational datasets
• 2+ years in data analytics, operations analytics, or similar roles
• Degree in Business Management, Data Analytics, or related field preferred
• Experience building dashboards in BI tools (Omni, Looker, Tableau, Power BI)
• Strong analytical and problem-solving skills to translate data into actionable insights
• Professional fluency in Spanish and English
• Ability to communicate insights to technical and non-technical stakeholders

Culture & Benefits

• Competitive salary, stock options, and annual performance bonus
• Health, dental, and vision plans
• Unlimited PTO and paid parental leave
• Continuous learning opportunities and growth in entrepreneurial environment
• Remote-first with hybrid option near offices; radical transparency and high-performance culture