Especialista de Performance CX

New

JobgetherCustomer experience

Work from anywhere within Brazil, with the option to visit or work from the São Paulo office.Full-Time

Salary not disclosed

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Job Details

Experience in operational performance, applied analytics, customer experience (CX), Customer Success, or operational intelligence in a senior or specialist-level role.
Ability to improve customer experience metrics through data analysis and practical use of technology and AI in daily operations.
Advanced hands-on experience with LLMs such as ChatGPT, Claude, or Gemini for data analysis, text summarization, sentiment analysis, contact-reason classification, prompt engineering, or prototyping AI-powered insights and agents.
Ability to independently query, combine, and analyze large datasets using advanced SQL.
Advanced Excel and Google Sheets skills, including data modeling, scenario simulations, tactical reporting, and spreadsheet-based automation.
Experience with Google Apps Script for spreadsheet-based automation.
Familiarity with root cause analysis methods such as the 5 Whys, Ishikawa diagrams, MECE, and Pareto analysis.
Ability to translate technical analyses, data findings, and AI-generated recommendations into actionable processes for CX leaders and frontline teams.
Preferred: experience building workflow automations or AI agents with Make, n8n, LangChain, the OpenAI API, or Python.
Preferred: experience in B2B customer experience or Customer Success operations.

Monitor daily and weekly B2B CX indicators, including demand, AHT, repeat contacts, FCR, and SLAs.
Run performance reviews, weekly check-ins, and response sessions for critical deviations.
Develop and implement action plans with frontline teams to address performance gaps.
Analyze quantitative data and qualitative sources such as call transcripts, chat logs, customer feedback, and contact reasons to identify root causes.
Use LLMs and AI assistants to summarize feedback, analyze unstructured data, and generate hypotheses.
Identify and develop lightweight AI agents and analytical automations, including repeat-contact categorization and ticket summarization.
Partner with Process and Training teams to improve workflows, routing strategies, agent AI assistants, and service scripts.
Coordinate with Workforce Management and Planning teams on staffing, scheduling, and capacity forecasts.
Translate analytical findings and AI-generated insights into operational recommendations for B2B CX leadership.

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