Support Operations Analyst (Fintech)

TL;DR

Support Operations Analyst (Fintech): Analyzing support operations data to identify bottlenecks and optimize workflows with an accent on agent performance, retention, and conversion. Focus on building automated BI dashboards, performing root cause analysis on ticket inflows, and exploring LLM use cases for chat log analysis.

Location: Remote work environment (Hybrid options available in Miami and Mexico City)

Company

hirify.global is a hyper-growth fintech company building a financial ecosystem for Latin immigrants in the U.S., specializing in AI-powered remittances.

What you will do

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

Requirements

• 2+ years of experience in data analytics or operations analytics.
• Strong SQL skills for querying, cleaning, and analyzing operational datasets.
• Experience building dashboards in BI tools such as Omni, Looker, Tableau, or Power BI.
• Professional fluency in Spanish and English.
• Degree in Business Management, Data Analytics, or a related field.
• Ability to communicate technical insights to non-technical stakeholders.

Culture & Benefits

• Competitive salary, annual performance bonus, and initial stock options grant.
• Comprehensive health, dental, and vision plans.
• Remote-first environment with optional hybrid office access.
• Unlimited PTO and paid parental leave.
• Opportunities for growth within a dynamic, entrepreneurial, and high-performance team.