Customer Success Analyst, Mid-Level

• Structure, manage, and continuously improve the onboarding and ramp-up program for new employees in Implementation, Retention, Engagement, and Support.
• Work closely with the Training & Development team, aligning instructional methodologies and learning paths.
• Create tools, guides, and methodologies to support Customer Success best practices and customer service excellence.
• Map, standardize, and document processes while maintaining a centralized, up-to-date, and accessible knowledge base.
• Analyze feedback and Adoption, Risk, Retention, and customer service audit data to identify training gaps.
• Design and deliver hands-on training on CRM, WhatsApp, Intercom, scheduling tools, and internal systems.
• Create and support soft-skills workshops and training, including assertive communication, active listening, de-escalation, time management, negotiation, and consultative skills.
• Build, maintain, and monitor operational dashboards covering ramp-up, efficiency, tool adoption, and the impact of training programs.
• This role will not be responsible for developing or delivering technical and functional training on business rules or ERP/software features.

• Bachelor’s degree completed or in progress in Business Administration, Communications/Public Relations, Education, Human Resources Management, Psychology, Production Engineering, Technology/Information Systems, or a related field.
• Highly instructional, facilitative, and empathetic approach.
• Excellent verbal and written communication skills for leading workshops and behavioral activities.
• Strong process-oriented mindset and rigorous organizational skills for managing knowledge bases and documentation.
• Proactive and autonomous profile, with the ability to identify needs, take ownership of initiatives, and independently lead projects from planning through delivery.
• Previous experience in Enablement, Operations Training & Development, CS Operations, or Customer Service/Customer Success training.
• Previous experience in B2B SaaS companies or technology startups.
• Practical proficiency with operational tools, including CRM systems, customer service platforms, and WhatsApp (Intercom, Zendesk, etc.).
• Experience creating playbooks, customer service guides, and soft-skills development paths.
• Proficiency with documentation tools (Notion, Confluence, Loom, LMS platforms).
• Excel proficiency (including SUMIF, VLOOKUP, XLOOKUP, and pivot tables) for tracking adoption and cohort metrics.
• Practical ease with AI tools (ChatGPT, Gemini, Claude, etc.) and workflow automation.
• Preferred: basic knowledge of SQL for querying, extracting, and combining data, as well as processing operational datasets.
• Preferred: experience creating dashboards and management views in Databricks, Power BI, Metabase, and/or Looker Studio.
• Preferred: courses or certifications in Nonviolent Communication (NVC), Conflict Management, or Facilitator/Trainer Development.
• Preferred: experience with quality audits (QA / Call Reviews / Chat Reviews).
• Preferred: experience building queries and data pipelines for CS/Operations teams in Databricks.
• Preferred: experience implementing AI solutions for automating training and customer service processes.

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• Pharmacy Benefit
• Gym Allowance
• Birthday Day Off
• Flexible Meal Voucher
• Home Office Allowance
• Childcare Assistance
• Transportation Voucher and Company Shuttle
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• Educational Benefits
• Travel Benefits
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• SESC Benefits
• Profit-Sharing and Results Program (PPRL)