Customer Experience Intelligence Analyst (Mid-level) – Zendesk Configuration

Role Overview

• Implement, maintain, and improve customer service flows in Zendesk;
• Create and manage automations, triggers, and macros within the platform;
• Support integrations between Zendesk and other platforms;
• Develop reports, dashboards, and metrics in Zendesk Explore;
• Monitor operational performance and recommend adjustments to flows and configurations;
• Collaborate with internal teams to deliver solutions that enhance the customer journey.

Requirements

• Hands-on experience with Zendesk (Support, Explore, automations, and flows);
• Basic understanding of integrations between customer service tools;
• Knowledge of data analysis and dashboard development;
• Critical mindset toward processes and focus on continuous improvement;
• Project management skills;
• Strong communication and organizational skills to manage concurrent projects.

Benefits

• Health and well-being: we offer medical and dental plans with no co-pay, life insurance, financial assistance for purchasing medication, and support for physical activities. We partner with Neon for financial well-being and Zenklub for physical and mental health (we provide 4 monthly sessions with a therapist or nutritionist free of charge). At the headquarters, quick massages are also available.
• Food and family: our flexible food benefit is provided via a Visa credit-style card. The balance can be used as each employee prefers. At the headquarters we offer free food, and for families we provide daycare assistance, a parental support program, and extended maternity and paternity leave.
• Education and growth: besides a challenging environment with lots of development opportunities, we provide an in-house training platform and offer education support that subsidizes 70% of tuition for degrees and language courses, as well as purchases of courses and books, so our team never stops learning.
• For quality remote work: we provide a Home Office allowance, work equipment, furniture assistance, and a partnership with WOBA so employees can use coworking spaces across Brazil when desired. Visit our headquarters in Joinville/SC via this virtual tour!
• Extras, because the Dream Team deserves it: we give a day off on your birthday month, Happy Hour allowance, referral bonuses for new hires, performance-based annual bonuses, a Stock Options plan, and a casual dress-code, light work environment!