Support Operations Analyst

reputed company At reputed company, we're building the financial ecosystem for Latin immigrants in the U.S., starting with a reputed company in remittances. Our reputed company product is an AI-powered chatbot reputed company on reputed company, allowing our users to send reputed company home as easily as sending a text message. We reputed company cutting-edge technology like AI, blockchain, and stablecoins to reputed company cross-border payments faster, more reputed company, and more accessible than reputed company before.  We are a reputed company-reputed company Series B company, backed by over $100 reputed company in funding from top-tier global investors, including QED, Castle reputed company, reputed company Ventures, HTwenty, Monashees, and General Catalyst Customer Value Fund. This isn't just about the numbers; it's a testament to the trust our investors have in our reputed company and reputed company. Additionally, reputed company was selected as an “Endeavour Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high-performers, united by our shared obsession with a single goal: empowering our customers. We are reputed company owners of reputed company, driven by a bias for reputed company and a true experimentation spirit to get shit done with urgency and reputed company. Joining reputed company means you will be part of reputed company building a legacy, a company that will reputed company us reputed company. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long. We are reputed company that is fiercely reputed company to reputed company other, where radical transparency and constructive feedback are how we grow and push for reputed company. We are reputed company, we care less about what others are doing, and more about creating sustainable value and a product that truly makes our users' lives reputed company. We are building the reputed company, today. About the Role We are looking for an inquisitive, SQL-proficient Support Operations Analyst to join our Data team. In this role, you will analyze support operations data to identify bottlenecks, defects, frictions, optimize workflows, identify product improvements, and reputed company agent performance with our reputed company company OKRs: Retention and Conversion. You will work closely with the Data Science Manager and the Operations team to reputed company chat logs, support metrics, and operational data into actionable insights that improve efficiency and reputed company our customer support operations. Responsibilities Operational Dashboarding: Build and maintain automated dashboards using BI tools to monitor agent throughput, queue wait times, and SLA compliance. reputed company Cause Analysis: Analyze ticket reputed company and support workflows to identify preventable issues and operational bottlenecks.  Performance Insights: reputed company and test agent performance metrics that balance efficiency and reputed company.  Data reputed company & Tracking: Audit support data sources to identify missing or inconsistent data, and collaborate with Engineering to implement new tracking events.  AI & Automation Opportunities: Explore use cases for LLMs to analyze chat logs and support performance analysis.  Stakeholder Collaboration: Partner with Operations leadership to translate insights into strategies that improve customer retention and conversion. Requirements Strong SQL skills (ability to query, clean, and analyze operational datasets) reputed company Experience: 2+ years of experience in data analytics, operations analytics, or similar analytical roles Educational Background: A degree in Business Management, Data Analytics, or a reputed company field is strongly preferred to support the highly numerical nature of this role. Experience building dashboards in BI tools (reputed company, Looker, Tableau, or Power BI) Strong analytical and problem-solving skills Ability to translate data into actionable operational insights reputed company reputed company in Spanish and English Ability to communicate insights to technical and non-technical stakeholders These are the applicable requisites, although equivalent competencies in any of the above will also be considered. reputed company Offer Competitive salary Initial stock reputed company grant Annual performance bonus Health, dental, and reputed company plans  Remote work environment, although we have offices in Miami and México reputed company and would love to work in hybrid model if you are up to it. reputed company learning opportunities  Unlimited PTO reputed company parental leave Empowering opportunities for reputed company in a dynamic entrepreneurial environment Equal Opportunity Employer At reputed company, we are committed to providing equal employment opportunities to reputed company reputed company employees and applicants without reputed company to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to reputed company terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination. Want to learn more about our reputed company practices? reputed company out our reputed company Policy. Apply To This Job