CX Operations Analyst
Braze is seeking a CX Operations Analyst to enhance the operational efficiency of its Customer Experience (CX) Operations team. This role, based in São Paulo, Brazil, involves providing essential support in daily operations, ensuring the accuracy of Customer and Customer Success CRM data, and supporting various strategic business initiatives. The ideal candidate is a self-starter with strong analytical capabilities and exceptional communication skills, thriving in a fast-paced environment and passionate about leveraging data and technology to optimize customer engagement and retention.
Key responsibilities include providing timely and effective operational support to both internal and external customers of CX Operations, partnering with the CX Operations team and Customer Success Leadership to design equitable account territories, conducting weekly data audits to fix discrepancies, and executing hierarchy changes in the CRM within the specified timeframe to ensure zero reporting downtime. The role also involves independently auditing and identifying opportunities for process improvements, system automation, and operational efficiency within existing CX and renewals workflows, translating CRM account data into clear reports and dashboards for CX Management to highlight visibility for strategic decision-making, and taking full ownership of the accuracy and completeness of CRM and Customer Success Platform (CSP) data, establishing standards and records needed for scalable, auditable processes. Additionally, the CX Operations Analyst will identify opportunities to integrate AI tools such as Gemini and Claude into daily operations to automate routine tasks, accelerate data analysis, and maximize productivity, and lead the creation of clear process documentation and drive enablement programs to train internal CX and Operations teams on business-critical workflows and tool adoption.
The ideal candidate should possess a high level of accuracy in managing platform configurations and customer data, with a vigilance in ensuring compliance with customer contracts and internal policies. Excellent verbal and written communication skills are essential, with the ability to explain technical concepts to non-technical stakeholders clearly and concisely. The candidate should have the ability to work effectively within a team and across departments across different initiatives and incentives, manage multiple tasks and prioritize effectively, and have strong organizational skills to handle various requests and platform configurations against competing urgencies and timeframes. Proficiency in leveraging AI tools (Gemini, Claude, etc.) to enhance personal productivity and accelerate problem-solving while maintaining high standards for output accuracy is required. Flexibility to adapt to changing customer requirements and platform updates with the ability to learn new tools and technologies quickly is important, along with a commitment to maintaining high ethical standards in managing customer data and platform access, ensuring compliance with company policies and industry regulations. Strong analytical skills to identify and resolve issues efficiently, the ability to think critically and provide innovative solutions to improve processes, and the ability to maintain accurate records and documentation of customer instances and feature access while understanding data privacy and security best practices are also necessary.
Braze offers a comprehensive benefits package, including health, dental, and vision plans, mental health support, fertility benefits, retirement planning with matching contributions, flexible paid time off, and professional development opportunities supported by formal career pathing, learning platforms, and a yearly learning stipend. Employees can enjoy a curated in-office experience designed to foster community, team connections, and innovation, as well as opportunities to give back to the community through an annual company-wide Volunteer Week and donation matching. The company also provides Employee Resource Groups that offer supportive communities within Braze and fosters a collaborative, transparent, and fun culture recognized as a Great Place to Work.
Braze is a leading customer engagement platform that empowers brands to deliver personalized experiences to their customers. The company is known for its approachable, kind, and passionate team, setting high standards, championing teamwork, and creating work-life harmony. Braze offers opportunities for employees to contribute autonomously, take accountability, and be open to new perspectives, fostering a culture of deep curiosity and eagerness to share diverse passions. The company is committed to rapid global growth while striving for greater equity and opportunity both inside and outside the organization.
If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, Braze offers an environment where you can make a real impact with a sharp and passionate team at your back.