Senior CX Ops Analyst

Swile

Senior CX Ops Analyst at Swile responsible for managing customer experience software like Zendesk. Engaging in daily operational tasks and larger projects, ensuring efficient CX practices.

Posted 5/6/2026full-timeSão Paulo • 🇧🇷 BrazilSeniorWebsite

About the role

Key responsibilities & impact

Responsible for executing daily routine tasks and larger-scale projects for the team.
Operational activities focused on managing the software that supports Customer Experience (CX) teams, primarily Zendesk, configuring business rules, automations, and dashboards.

Requirements

What you’ll need

Experience administering Zendesk: configuring triggers, automations, SLA policies, chatbot (flow builder), access permissions, groups, views, Webforms, Messaging, webhooks, APIs, and other components.
Experience with data analysis in Zendesk Explore, as well as Zendesk Co-pilot, Workforce Management, and Quality Assurance.
Experience with no-code automations, preferably using Zapier (or tools like Make or n8n), and a strong understanding of programming logic.
Experience in Customer Experience (CX) and a solid understanding of metrics such as first reply, RWT, CSAT, and industry best practices.
Advanced English (will be primarily responsible for interactions with teams in France and international vendors).
Excellent communication and teamwork skills. Ability to build close, trust-based relationships with stakeholders across different areas and levels of seniority, delivering quickly and with high quality.
Strategic mindset focused on the impact of projects not only within CX but across the company. Ability to anticipate problems and develop scalable solutions, with excellent prioritization skills.

Benefits

Comp & perks

💳 Attractive flexible benefits package for you to use as you prefer (meal, food, mobility, culture, education, etc.) through the Swile card;
💸 Bonus
🏠 Mobility allowance
👩‍⚕️ Health and dental plans with no co-payment;
💪 TotalPass (access to top gyms and studios)
🗣️ English classes
💊 Pharmacy assistance
🧠 Emotional health support (free therapy sessions with one of our partners)
💰 Swile Shop (discounts at over 1,100 stores and restaurants)
- We embrace and encourage diversity and inclusion on our team, so feel free to be yourself with us 🌈

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Zendesk administrationconfiguring triggersautomationsSLA policieschatbot flow builderaccess permissionsdata analysisno-code automationsprogramming logicmetrics analysis

Soft Skills

excellent communicationteamworkrelationship buildingstrategic mindsetproblem anticipationscalable solutionsprioritization skills