Business Analyst, Mid-level

Webmotors

Analista de Negócios Pleno at Webmotors managing Zendesk ecosystem and improving Customer Experience processes. Collaborating in a hybrid working environment in São Paulo.

Posted 6/19/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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 support operations.
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 through 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.
Chatbots: Create, configure, and maintain chatbots, ensuring continuous updates to the knowledge base and alignment with business needs.

Requirements

What you’ll need

Experience: Previous experience as a Business Analyst or Service/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 strong problem-solving focus.
Chatbot Management: Experience administering and evolving chatbot solutions, including content additions, intent tuning, and optimizing the user journey.

Benefits

Comp & perks

Annual bonus tied to performance/development
Health insurance
Dental insurance
Meal voucher
Food allowance
Childcare subsidy (nursery or nanny assistance)
Extended maternity and paternity leave, including in cases of adoption
Advance of the 13th salary in May for employees who were with us as of December 31 of the previous year
Birthday day off: one day off to celebrate as you wish
Gympass and TotalPass: programs for physical and mental well-being
Life insurance
PAP – Personal Support Program (Auster): free support in psychology, nutrition, nursing, social services, legal and financial counseling
SESC access credential: access to leisure, culture, health programs and more
Santander partnerships: discounts on travel, restaurants, theaters, cinemas, gyms and more
70% discount to advertise your car on the Webmotors website
Top Referral Program: refer talent and be recognized if they are hired and approved during the onboarding/experience period

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

ZendeskAPI integrationsdata analysisreport buildingprocess optimizationworkflow configurationchatbot managementticket form developmentKPI monitoringself-service opportunities

Soft Skills

written communicationverbal communicationresilienceproblem-solvingbusiness acumen