Overview:
We seek a skilled Data Analyst with expertise in Business Intelligence (BI) management and a strong understanding of Zendesk integration. The ideal candidate will also bring financial acumen and a visionary approach to business development. This role is integral to supporting our worldwide customer support organizations, driving data-driven decisions, and ensuring seamless integration and optimization of Zendesk across various organizations cross the world.
Key Responsibilities
- BI Management
- Design, develop, and maintain BI dashboards and reports to provide actionable insights for global customer support operations.
- Analyze large datasets to identify trends, areas for improvement, and strategic opportunities.
- Collaborate with stakeholders to define KPIs and metrics that align with business goals.
- Zendesk Integration and Optimization
- Lead and support the implementation of Zendesk in multiple countries, ensuring compliance with local requirements.
- Optimize Zendesk workflows and configurations to improve efficiency and user experience.
- Provide training and support to teams to maximize the platform’s potential.
- Financial Analysis and Business Development
- Conduct financial analysis to assess the cost-effectiveness and ROI of customer support strategies.
- Identify opportunities for process improvements and revenue growth within the support organization.
- Collaborate with cross-functional teams to develop innovative solutions for global support challenges.
- Support for Worldwide Operations
- Act as a central point of contact for data and BI-related queries across regions.
- Provide tailored support and insights to regional teams to align with global objectives.
- Maintain open communication channels with international stakeholders to ensure consistent delivery of high-quality support.
Required Qualifications
- Bachelor’s degree in Data Analytics, Business Administration, Finance, or a related field.
- Proven experience in data analysis and BI tools (e.g., Power BI, Tableau, Looker, etc.).
- Hands-on experience with Zendesk, including integration, configuration, and optimization.
- Strong understanding of financial metrics and ability to perform in-depth financial analysis.
- Demonstrated ability to identify opportunities for business development and process improvement.
Fluency in English and Portuguese is mandatory; additional languages are an advantage.
Preferred Qualifications
- Experience in a global organization with a multicultural environment.
- Familiarity with customer support operations and industry best practices.
Ability to manage projects, prioritize tasks, and meet deadlines under pressure.
What We Offer
- Opportunity to work in a dynamic, global team supporting a mission-critical function.
- Competitive salary and benefits package.
- Professional growth and development opportunities in a rapidly evolving field.
Flexibility to work in São Paulo, Curitiba, or Pato Branco with hybrid/remote options.
