Customer Experience Operations Analyst

Loog Guitars; Ciudad Autónoma de Buenos Aires; A distancia; ARS 6.500.000 - 9.750.000; Jornada completa

Descripción de la vacante

A modern music company in Buenos Aires is seeking a Customer Experience Operations Analyst to enhance data analysis and streamline communication between Customer Experience and Operations teams. The role focuses on driving efficiency and identifying process improvements. Candidates should have a Bachelor's degree and experience in operations or customer experience, along with strong analytical and communication skills.

Servicios

Flexible hours

Fully remote work

Multicultural team environment

Opportunities for innovation

Formación

• Proven experience in Customer Experience or Operations.
• High level of self-motivation and initiative.
• Fluent in English.

Responsabilidades

• Streamline communication between CX and Operations.
• Collect, analyze, and report on returns and logistics issues.
• Escalate fulfillment/logistics issues.

Conocimientos

Detail-oriented

Analytical skills

Proactive

Excellent communication

Organizational skills

Time-management skills

Educación

Bachelor's degree in Business, Operations, or Data Analytics

Herramientas

Excel

Google Sheets

BI tools (Looker, Tableau, Power BI)

CX platforms (Gorgias, Zendesk, Freshdesk)

Logistics tools (Loop Returns)

Project management tools (Asana, Trello, Monday, Jira)

Descripción del empleo

Overview

We're Hiring: Customer Experience Operations Analyst

We're looking for a Customer Experience Operations Analyst to bridge the gap between our Customer Experience (CX) and Operations teams. This role is essential in driving efficiency, enhancing data analysis practices, and ensuring smooth collaboration between departments.

You'll work closely with the Head of Customer Experience, CX Manager, Support Team Lead, and Operations Manager to centralize communication, manage logistics-related escalations, and produce actionable insights from key metrics like returns, refunds, fraud, and chargebacks.

If you're detail-oriented, analytical, and proactive — with strong self-motivation and autonomy — this is your opportunity to shape processes that directly improve the customer experience.

Responsibilities

• Cross-Department Collaboration: Streamline communication between CX and Operations.
• Act as liaison between CX reps, Operations, carriers, and fulfillment centers.
• Participate in Operations Tactical Meetings and share updates/action plans with CX.

• Data Analysis & Reporting: Collect, analyze, and report on returns, refunds, exchanges, and logistics issues.
• Identify trends, gaps, and cost-saving opportunities.
• Develop new metrics and reporting models with CX leadership.

• Operational Support: Escalate fulfillment/logistics issues on behalf of CX.
• Track backorders, inquiries, and exchange reasons.
• Support fraud detection, chargeback reduction, and automation initiatives.
• Manage Asana tasks/projects related to logistics and workflows.

• Process Improvements: Proactively identify inefficiencies and recommend scalable solutions.
• Enhance communication, reduce errors, and align CX–Operations workflows.
• Improve financial efficiency through fraud/chargeback prevention.

Qualifications

• Bachelor's degree in Business, Operations, Data Analytics, or equivalent experience.
• Proven experience in Customer Experience, Operations, or Data Analysis.
• High level of self-motivation, autonomy, and initiative.
• Advanced Excel/Google Sheets; BI tools (Looker, Tableau, Power BI) a plus.
• Experience with CX platforms (Gorgias, Zendesk, Freshdesk) & logistics tools (Loop Returns, fulfillment systems).
• Familiarity with project management tools (Asana, Trello, Monday, Jira).
• Strong analytical, organizational, and time-management skills.
• Excellent written & verbal communication skills.
• Fluent in English (required).
• Based in Argentina.
• Experience in eCommerce, logistics, or fulfillment = big plus.

Why Join Us?

• Flexible hours & fully remote work.
• Fun, multicultural team environment.
• Direct impact on efficiency & customer satisfaction.
• Exposure to high-level strategy + hands-on problem-solving.
• Opportunities to innovate, shape processes, and grow with us.

How to Apply

Send your resume and a short cover letter explaining why you'd be an excellent fit for this role to the email address provided in the posting with the subject line: CX Operations Analyst.