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Voltz

Customer Operations and Back Office Analyst

Voltz

. Create, review, and update customer service macros, standard responses, and FAQ content.

Posted 9/23/2026full-timeRio de Janeiro • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in automating customer service workflows and enhancing operational efficiency through the use of Artificial Intelligence and cloud infrastructure management. Proficient in developing and optimizing chatbots and virtual assistants to improve customer experience and satisfaction.

Highest-signal resume keywords
Workflow AutomationArtificial Intelligence SolutionsCloud Infrastructure ManagementChatbot DevelopmentOperational Efficiency Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Workflow DocumentationProcess ImprovementCustomer Service AutomationOperational Metrics MonitoringGCP AdministrationGKE ManagementTerraform Module BuildingIAM ManagementObservability ImplementationQuality Compliance
Soft Skills
Problem SolvingCollaborationCommunicationCustomer FocusAnalytical Thinking
Tools & Technologies
IntercomPipefyChatbotsVirtual AssistantsAutomation Tools
Industry Keywords
Customer ExperienceOperational SupportDigital ChannelsCustomer FeedbackContinuous Improvement

Tech Stack

Tools & technologies
CloudGoogle Cloud PlatformTerraform

About the role

Key responsibilities & impact
  • Create, review, and update customer service macros, standard responses, and FAQ content.
  • Structure, document, and keep customer service workflows and partner escalation workflows up to date.
  • Identify opportunities to automate operational activities and improve processes.
  • Support the implementation, maintenance, testing, and evolution of automated customer service and back-office workflows.
  • Contribute to the development, updating, and continuous improvement of chatbots and virtual assistants, supporting the definition of conversational flows, business rules, content, and customer journeys.
  • Assist with the use and evolution of Artificial Intelligence-based solutions for customer service, operational support, and customer experience improvement.
  • Support the monitoring of automation and digital channel results, proposing adjustments and improvements.
  • Carry out initiatives aimed at continuously improving operational efficiency and customer experience.
  • Participate in training and professional development programs.
  • Perform other related activities as directed by leadership.
  • The role also includes cloud infrastructure responsibilities: designing and maintaining infrastructure on GCP; administering GKE, Cloud Run, and managed services; building Terraform modules; defining standards for networking, IAM, Service Accounts, and secrets management; implementing observability, automation, security, cost monitoring, and documentation.

Requirements

What you’ll need
  • Support the identification of customer and supplier issues, handling requests and ensuring that each journey is completed fully, efficiently, transparently, and with excellence.
  • Contact internal and external partners to request, follow up on, and resolve matters related to customer requests.
  • Perform back-office operational activities, ensuring compliance, quality, and adherence to established deadlines.
  • Participate in squads and multidisciplinary forums, contributing to the continuous improvement of workflows, processes, and customer experience.
  • Monitor operational and satisfaction metrics, identifying risks and opportunities and proposing improvement initiatives.
  • Support leadership with analyses, diagnoses, and the resolution of operational issues.
  • Collect, consolidate, and share customer feedback with Product, Support, and related teams.
  • Stay up to date on the department’s procedures, standards, and processes.
  • Preferred: experience with Generative Artificial Intelligence and productivity-support tools.
  • Preferred: experience automating workflows and processes.
  • Preferred: experience creating, maintaining, or optimizing chatbots and virtual assistants.
  • Preferred: experience with Intercom.
  • Preferred: experience with Pipefy.

Benefits

Comp & perks
  • Health and dental insurance
  • Meal and/or food allowance
  • Wellhub (formerly Gympass)
  • Profit-sharing plan tied to goals and results
  • Life insurance
  • Conexa (free online medical and psychological consultations)
  • Private pension plan