Webmotors

Mid-level Business Analyst

Webmotors

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Tech Stack

ERP

About the role

  • Platform Management: Administer and configure the Zendesk ecosystem (Support, Guide, Explore, Chat, and Talk)
  • Process Optimization: Develop and maintain triggers, automations, macros, and ticket forms to ensure smooth customer service flow
  • Data Analysis: Build dashboards and advanced reports in Zendesk Explore to monitor KPIs (SLA, CSAT, NPS, Response Time, and Productivity)
  • Continuous Improvement: Identify self-service opportunities via Zendesk Guide (Help Center) to reduce ticket volume
  • Liaison with IT/Product: Support integrations via API or Marketplace apps between Zendesk and other internal tools (CRM, ERP, etc.)
  • Documentation: Map business processes and keep technical documentation of configurations up to date

Requirements

  • Experience: Previous experience as a Business Analyst or Customer Support Systems Administrator
  • Zendesk Expertise: Deep knowledge of configuring workflows, organizing views, and managing users/permissions
  • Business Acumen: Ability to understand CX (Customer Experience) metrics and translate them into process improvements
  • Data Skills: Proficiency in data analysis and report building
  • Soft Skills: Excellent written and verbal communication, resilience to handle change, and a problem-solving mindset
  • Plus: Familiarity with management tools such as Zendesk and JIRA
  • Experience with data analysis and automation
  • Knowledge of Artificial Intelligence, Prompt Engineering, and autonomous agents
Benefits
  • Annual bonus based on your performance
  • Health insurance
  • Dental insurance
  • Meal voucher
  • Grocery allowance
  • Childcare or nanny assistance
  • Extended maternity and paternity leave, including in cases of adoption
  • 13th salary advance in May for employees who were with us through 12/31 of the previous year
  • Birthday day off: one day off to celebrate as you wish
  • Gympass and TotalPass: to support physical and mental health
  • Life insurance
  • PAP – Personal Support Program (Auster): free support in psychology, nutrition, nursing, social work, legal and financial services
  • SESC credential: access to leisure, culture, and health programs and more
  • Santander partnerships: discounts on travel, restaurants, theaters, cinemas, gyms and more
  • 70% discount to advertise your car on Webmotors' website
  • Top Referral Program: refer talent and be recognized if they are hired and pass the trial/experience period

Applicant Tracking System Keywords

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

Hard skills
data analysisreport buildingprocess optimizationautomationAPI integrationworkflow configurationticket managementdashboard creationKPI monitoringself-service opportunities
Soft skills
written communicationverbal communicationresilienceproblem-solvingbusiness acumen