Implement new operational support technologies (e.g., Zendesk Copilot), developing practical solutions to streamline the daily work of support teams;
Improve training processes, ensuring tools and learning methods are aligned with team needs;
Plan and deliver technical training, teaching the use of new platforms, automations, and digital workflows;
Support onboarding and continuous education for support teams, integrating training practices into the technology projects you contribute to;
Manage rules and flows within Zendesk, maintain the internal knowledge base up to date, and document procedures;
Collaborate with CX Intelligence teams and other CAP areas, ensuring information consistency and currency;
Act as a communication channel between the projects you support and the support operation, as well as other involved teams;
Update internal documentation (KCS), maintaining traceability and applicability of acquired learnings.

Undergraduate (in progress) or completed degree in Administration, Technology, Pedagogy, Process Management, or related fields;
Experience in corporate education, preferably in support or operations contexts;
Knowledge of or interest in technology, AI, and automations applied to training and support;
Experience in project management, task self-management, and process improvement;
Strong communication skills, teamwork, and proactivity to turn ideas into action.

Mid-level CX CAP Analyst – Focus on Solutions and Automation

Key skills