Customer Ops Analyst

hace 1 semana

Desde casa, México R2 A tiempo completo

**Who we are**:
At R2, we believe that small and medium businesses are the productive engine of society. Small and medium businesses (SMBs) make up over 90% of companies in Latin America, yet they face a trillion-dollar credit gap.

Our mission is to unlock SMBs’ potential by providing financial solutions that are tailored to their needs. We are reimagining the financial infrastructure of Latin America - where SMBs financial needs are satisfied without ever having to go to a bank.R2 enables platforms in Latin America to embed financial services that SMBs can then leverage (starting with revenue-based financing and buy now pay later for business customers).

We are a tight knit team coming from organizations such as Google, Nubank, Uber, McKinsey & Co., Mercado Libre, Globant, J.P. Morgan, Clip, and Ualá. We are backed by world-class investors such as Gradient Ventures (Google’s AI-focused fund), General Catalyst, Y Combinator, Femsa Ventures, PayU, among others.

As an Operations Analyst, you will be a key player in our customers' satisfaction. You will be in charge of supporting them in their journey with R2, ensuring the correct processes execution and fulfilling the defined SLAs.

**What you’ll work on**:

- Attend in a timely and efficient manner of customer interactions at the points of contact managed by the area.
- Execute the Customer Success journey defined for each partner through WhatsApp.
- Generate alerts in real-time of the incidences presented in the execution of the processes.
- Propose changes in processes and procedures aimed at improving the perception of customer experience, through the implementation and monitoring of the strategies defined for this purpose.

**Who you are**:

- Passionate about customer service, SMBs, and technology.
- Great people skills - good listener, enjoys engaging in discussions with people from different backgrounds, and are willing to go beyond and delight customers.
- Able to give and receive constructive feedback and creative problem solver.
- Able to develop rapport and demonstrate a caring attitude towards customers and colleagues.
- Experience in managing manual processes and building scalable solutions simultaneously.
- Ability to break down a complex problem and explain it very simply to a customer.
- **Experience**: at least 3 years of experience in Operations or Customer Success roles.
- **Soft skills**: effective and assertive communication, objection handling, adaptation to change, operational agility, critical thinking, good writing and spelling.
- **Qualifications or educational level**: Administrative Engineering, Industrial Engineering, Process, and Quality Engineering, Business Administration

Tipo de puesto: Tiempo completo

Salario: $15,000.00 - $20,000.00 al mes

Horario:

- Turno de 8 horas

Prestaciones:

- Días de maternidad superiores a los de la ley
- Días de paternidad superiores a los de la ley
- Días por enfermedad
- Horarios flexibles
- Seguro de gastos médicos mayores
- Seguro de vida

Lugar de trabajo: Empleo remoto

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