Senior Customer Service, Process Management, Continuous Improvement

Randoncorp

. Analyze processes, routines, and workflows within the Customer Relationship Center, identifying opportunities for improvement and operational efficiency .

Posted 10/23/2026full-timeCaxias do Sul • BrazilSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Zendesk platform configuration, automation, and enhancement capabilities, alongside a strong foundation in continuous improvement methodologies. Capable of analyzing processes and implementing operational efficiencies while collaborating effectively with cross-functional teams.

Highest-signal resume keywords

Zendesk Platform MasteryContinuous Improvement ExperienceRoot Cause AnalysisProject Management KnowledgeAutomation Tools Familiarity

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Process ManagementOperational EfficiencyZendesk SupportZendesk Admin CenterZendesk ExploreArtificial Intelligence CapabilitiesRoot Cause AnalysisAPIs KnowledgePower BILean Methodologies

Soft Skills

Strong Communication SkillsOrganizational SkillsSelf-Management SkillsCollaboration Skills

Tools & Technologies

ZendeskPower AutomateAutomation ToolsDashboardsReports

Industry Keywords

Customer Service OperationsOmnichannel EnvironmentsContinuous Improvement InitiativesAgile MethodologiesPDCAKaizenBPM/BPMN

About the role

Key responsibilities & impact

Analyze processes, routines, and workflows within the Customer Relationship Center, identifying opportunities for improvement and operational efficiency
Investigate bottlenecks, rework, recurring issues, and root causes that affect operational results
Drive the evolution of Zendesk and continuously assess platform usage and the effective utilization of its capabilities
Identify opportunities to enhance triggers, automations, macros, fields, forms, views, queues, routing, SLAs, and business rules
Drive the development and implementation of Zendesk Artificial Intelligence capabilities, including Copilot and AI Agents
Monitor new features and updates across the Zendesk ecosystem, assessing their alignment with the Center’s needs
Identify opportunities to improve other systems and tools used by the operation
Assess opportunities for automation and system integration
Structure and monitor continuous improvement initiatives, considering impact, effort, feasibility, and expected benefits
Partner with the relevant teams to implement improvements
Support the definition of functional requirements and participate in testing and user acceptance testing of system enhancements
Monitor the results of implemented improvements and identify new opportunities for development
Research best practices, trends, and new technologies applicable to the operation

Requirements

What you’ll need

Currently pursuing a graduate degree in a field related to Project Management, Processes, Continuous Improvement, Innovation, Artificial Intelligence, or Technology
Experience with continuous improvement, process management, or operational efficiency
Experience analyzing processes and identifying improvement opportunities
Solid experience with Zendesk in customer service operations, with functional mastery of the platform and its configuration, automation, and enhancement capabilities
Practical knowledge of Zendesk Support and Admin Center, including triggers, automations, macros, custom fields, forms, views, queues, routing, SLAs, and business rules
Knowledge of Zendesk Explore, including the use of reports and dashboards
Knowledge of Zendesk Artificial Intelligence capabilities, including Copilot and AI Agents
Knowledge of Zendesk integrations and automations
Knowledge of Power BI
Ability to investigate, perform root cause analysis, and solve problems
Experience leading or supporting projects and improvement initiatives
Strong communication, organizational, and self-management skills, with the ability to collaborate effectively
Preferred: knowledge of Guide, Messaging, QA, and WFM
Preferred: knowledge of APIs and system integrations
Preferred: knowledge of Power Automate or similar automation tools
Preferred: knowledge of PDCA, Lean, Kaizen, or BPM/BPMN
Preferred: experience in customer service operations and omnichannel environments
Preferred: knowledge of agile methodologies or project management

Benefits

Comp & perks

Position also open to people with disabilities
Hybrid work model