Junior Operational Excellence and Continuous Improvement Analyst – Digital Product Customer Support

Globo

. Map, document, and enhance customer support processes, focusing on efficiency, quality, and customer experience .

Posted 9/24/2026full-timeSão Paulo • BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support process mapping, KPI analysis, and continuous improvement strategies to enhance customer experience. Proficient in utilizing CRM tools and data analysis to drive operational efficiency and support decision-making.

Highest-signal resume keywords

Customer Experience ManagementProcess Management and MappingKPI Analysis and InterpretationCRM Tools ProficiencyAgile Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process MappingKPI AnalysisContinuous ImprovementTesting and ValidationData AnalysisExecutive Presentation CreationCustomer Support AutomationFlow DocumentationOperational Performance MonitoringArtificial Intelligence Application

Soft Skills

Analytical AbilityCollaborationStrong CommunicationOrganizational SkillsInfluencing Stakeholders

Tools & Technologies

SalesforcePower BIIVR SystemsKnowledge BasesCustomer Support Bots

Industry Keywords

Customer Support OperationsConsumer Experience ManagementDigital ProductsStreaming ServicesSubscription ServicesOmnichannel Support

About the role

Key responsibilities & impact

Map, document, and enhance customer support processes, focusing on efficiency, quality, and customer experience
Identify improvement opportunities through the analysis of KPIs, consumer behavior, and operational performance
Conduct studies, executive presentations, and diagnostics to support decision-making
Participate in strategic projects, representing the customer support perspective in the definition and implementation of new customer journeys, products, and features
Perform validations, testing (UAT), and approvals of processes and tools
Contribute to the governance of CRM systems, categorization trees, knowledge bases, customer support flows, IVR systems, bots, and other automation solutions
Publish and manage operational communications, ensuring that knowledge is kept up to date and disseminated to customer support teams
Monitor operational KPIs and propose corrective and evolutionary actions to drive continuous improvement in results
Serve as a liaison between operations, technology, product, and partners, ensuring process alignment and the resolution of operational deviations
Support the identification, communication, and follow-up of operational failures and incidents that affect the consumer experience

Requirements

What you’ll need

Bachelor’s degree completed
Analytical ability and a systems perspective to understand customer journeys, processes, and their impact on customer experience
Experience identifying opportunities, diagnosing problems, and developing continuous improvement proposals
Knowledge of process management and mapping, flow documentation, and the definition of standard operating procedures
Ability to interpret KPIs, prepare analyses, and create executive presentations
Ability to work in a multidisciplinary environment, influence different teams, and facilitate alignment with stakeholders
Knowledge of customer support operations, Customer Experience (CX), and consumer experience management
Experience with CRM tools, knowledge bases, customer support automation, bots, IVR systems, or digital channels
Ability to conduct testing, approvals, and process validations, and to monitor implementations
Organization, autonomy, and strong prioritization skills when managing multiple demands simultaneously
Excellent verbal and written communication skills, with the ability to turn complex topics into clear and objective guidance
Collaborative, data-driven, results-oriented, and continuous-improvement mindset
Knowledge of Salesforce, Power BI, and data analysis tools
Experience with agile methodologies and project management
Experience applying Artificial Intelligence to customer experience, automation, or operational productivity
Knowledge of the digital products, streaming, subscription, and omnichannel customer support markets
Person with a disability

Benefits

Comp & perks

100% remote hiring processes
Applications are encouraged from anywhere in Brazil and around the world