CRM Operations Analyst – Mid-level

Fluency Academy

Analista de CRM monitorando jornadas de WhatsApp, leads e capacidade comercial na edtech Fluency. Construindo relatórios, investigando incidentes e apoiando decisões rápidas com dados operacionais.

Posted 8/7/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in real-time operations monitoring, utilizing SQL for operational insights and advanced Excel for data management. Proficient in managing communication across sales and operational teams while ensuring process efficiency and incident resolution.

Highest-signal resume keywords

Real-Time Operations MonitoringSQL KnowledgeAdvanced ExcelWhatsApp Automation ExperienceBusiness Intelligence Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLAdvanced ExcelOperational MonitoringIncident ManagementLead Distribution ManagementData VisualizationProcess StructuringCritical ThinkingAudience ValidationJourney Execution Tracking

Soft Skills

Proactive Problem SolvingOrganizational SkillsClear CommunicationOwnership MindsetOperational Resilience

Tools & Technologies

CRMWhatsApp AutomationOmnichatChatwootMetabaseLooker

Industry Keywords

EdTechConsultative Sales ModelsSales Funnel ManagementMultichannel Support

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Monitor the automated HSM message journeys, identifying breakpoints or stalls
Monitor ad hoc WhatsApp and email sends, validating audience, delivery rates, and audience loss
Check lead distribution between Nina and sales reps and adjust queue configurations as needed
Monitor commercial capacity by cross-referencing lead volume generated with actual handling capacity
Track journey execution time from lead generation to the sales rep's first contact
Open and manage operational incidents through to resolution, identifying root causes and preventing recurrence
Consolidate and report on operational health to support decision-making
Ensure operational stability, rapid identification of issues, and continuous support for operational efficiency
Independently build and maintain reports and queries for the operation

Requirements

What you’ll need

Experience in real-time operations/monitoring
Experience with CRM, sales/commercial teams, or sales funnel management
SQL knowledge, including tables, joins, and filters to build operational monitoring views
Autonomy and an ownership mindset, proposing solutions alongside problems
Operational resilience, proposing alternatives or manual workarounds when ideal tools are unavailable
Critical thinking and a ‘seek the why’ approach before executing
Organized approach to documenting incidents
Proactivity in structuring processes that do not yet exist, with leadership support
Clear and objective communication to report operational health and escalate to areas such as Sales and Data/Engineering
Advanced Excel
Experience with WhatsApp automation
Experience with multichannel support/conversation tools such as Omnichat, Chatwoot, or similar
Experience in EdTech or consultative sales models
Experience with Business Intelligence tools such as Metabase, Looker, etc., for real-time data visualization

Benefits

Comp & perks

Remote work
Caju meal voucher – R$27.00 (10% payroll contribution)
Culture voucher R$50.00 for cinema, event tickets, books, or streaming subscriptions
SulAmérica health plan with no fixed monthly cost for the employee; 30% copayment capped at R$150.00
AMIL dental plan at no cost
Zurich life insurance
Referral bonus: R$500.00
Zenklub: two free sessions per month; additional sessions R$70.00 each
PsiU psychotherapy at a fixed cost of R$75.00 per session
Wellhub (Gympass) digital plan (no cost), plus access to 10+ other plans and variations
Fluency SkillUp: free choice of one language or technology course
Me Poupe finance course with exclusive content
Access to a Gen-AI course
Day off on your birthday
Support infrastructure and equipment shipping provided
Relaxed work environment with team spirit and talented colleagues
Autonomy to work, develop, and implement ideas
Continuous development through IDP (Individual Development Plans), feedback, 1:1s, and regular reviews
Opportunity to participate in internal mentoring programs and Fluency product beta cohorts
Baby gift
No dress code