Especialista de Performance CX

Jobgether; Brazil; Remote; BRL 120,000 - 180,000; Full time

Benefits offered by this job

Meal allowances

Medical insurance

Online therapy

Wellhub membership

Conexa Saúde access

Alura partnership

Rosetta Stone resources

Dedicated day off

Childcare allowance

Remote work across Brazil

Equipment provided

Career development opportunities

Job summary

Jobgether is seeking a data-driven CX Performance Specialist based in Brazil to optimize B2B customer experience operations. You will monitor key metrics, identify bottlenecks, and implement targeted actions to improve efficiency and service quality in a fully remote role.

You will combine analytics, SQL, and AI tools to investigate root causes, generate actionable insights, and shape CX workflows with leadership and frontline teams across the organization.

Qualifications

• Experience in operational performance, applied analytics, CX, Customer Success, or operational intelligence at a senior or specialist level.
• Proven ability to improve CX metrics through data analysis and AI-enabled day-to-day operations.
• Advanced hands-on experience with LLMs (ChatGPT, Claude, Gemini) for data analysis and text summarization.
• Ability to query, join, and analyze large datasets to spot trends and support data-driven decisions.
• Strong data modeling, scenario simulations, and tactical reporting skills.
• Experience building workflow automations or AI agents using Make, n8n, LangChain, OpenAI API, or Python.

Responsibilities

• Monitor daily/weekly CX indicators (AHT, FCR, SLAs) and lead performance reviews.
• Develop real-time action plans to close performance gaps.
• Investigate issues by combining quantitative data with qualitative feedback.
• Leverage LLMs and AI assistants to summarize feedback and generate hypotheses.
• Create lightweight AI agents and automation for repeated tasks.
• Collaborate with Process/Training to improve workflows and routing strategies.
• Translate analytics and AI insights into actionable CX leadership guidance.

Skills

Operational performance

Applied analytics

CX experience

Customer Success operations

AI tooling

Data analysis

SQL

Data modeling

Scenario simulations

Google Apps Script

Tools

Make

n8n

LangChain

OpenAI API

Python

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Especialista de Performance CX based in Brazil.

We are looking for a data-driven CX Performance Specialist to optimize the daily performance of B2B customer experience operations. In this role, you will monitor key operational metrics, identify bottlenecks, and implement targeted actions to improve efficiency and service quality. You will combine advanced analytics, SQL, and AI-powered tools to investigate root causes and turn insights into practical solutions. Working closely with CX leadership, Workforce Management, Process, and Training teams, you will help resolve performance issues quickly and sustainably. You will also explore large language models and automation to streamline workflows and enhance operational decision-making. This is an opportunity to shape the future of customer experience in a collaborative, technology-driven, and fully remote environment.

Accountabilities

• Monitor daily and weekly B2B customer experience indicators, including demand, average handling time (AHT), repeat contacts, first contact resolution (FCR), and service-level agreements (SLAs). Establish regular performance reviews, weekly check-ins, and focused response sessions for critical deviations.
• Develop and implement operational action plans to address performance gaps in real time, working directly with frontline teams to improve service quality, productivity, and efficiency.
• Investigate operational issues by combining quantitative data with qualitative insights from call transcripts, chat logs, customer feedback, and contact reasons. Identify underlying causes and recommend targeted, measurable improvements.
• Use large language models (LLMs) and AI assistants to accelerate investigations, summarize customer feedback, analyze large volumes of unstructured data, and generate hypotheses that support faster decision-making.
• Identify opportunities to develop lightweight AI agents and analytical automations, such as automated repeat-contact categorization, ticket summarization, and executive insight generation.
• Partner with Process and Training teams to improve workflows, routing strategies, agent AI assistants, and customer service scripts. Coordinate with Workforce Management (WFM) and Planning teams to adjust staffing, scheduling, and capacity forecasts when performance deviations occur.
• Act as a trusted partner to B2B CX leadership, translating complex analytical findings and AI-generated insights into practical recommendations, clear operational routines, and measurable business outcomes.

Requirements

• Experience in operational performance, applied analytics, customer experience (CX), Customer Success, or operational intelligence in a senior or specialist level role.
• Demonstrated ability to improve customer experience metrics through data analysis and the practical application of technology and AI in day-to-day operations.
• Advanced hands‑on experience with LLMs such as ChatGPT, Claude, or Gemini for data analysis, large-scale text summarization, sentiment analysis, contact-reason classification, prompt engineering, and prototyping AI‑powered insights or agents.
• Ability to independently query, combine, and analyze large datasets to identify trends, investigate operational issues, and support data-driven decisions.
• Strong skills in data modeling, scenario simulations, tactical reporting, and spreadsheet-based automation, including Google Apps Script.
• Familiarity with root cause analysis frameworks such as the 5 Whys, Ishikawa diagrams, MECE, and Pareto analysis.
• Curiosity and willingness to experiment with emerging AI tools and integrate them into operational workflows to improve productivity and quality.
• A proactive, results-oriented approach focused on resolving operational deviations quickly rather than simply reporting performance figures.
• Ability to translate technical analyses, data findings, and AI‑generated recommendations into clear, actionable processes for CX leaders and frontline teams.
• Experience building workflow automations or AI agents using tools such as Make, n8n, LangChain, the OpenAI API, or Python. Previous experience in B2B customer experience or Customer Success operations is also an advantage.

Benefits

• Allowances for meals, food, mobility, health, home office, culture, and education.
• Medical insurance with no copayment, with available providers including Unimed, SulAmérica, or Alice.
• Online therapy and coaching sessions through Zenklub.
• Wellhub membership for fitness and wellness activities.
• Access to online healthcare services through Conexa Saúde.
• Learning opportunities through a partnership with Alura.
• Access to language-learning resources through Rosetta Stone.
• A dedicated day off to rest and recharge.
• Childcare allowance.
• Work from anywhere within Brazil, with the option to visit or work from the São Paulo office.
• Equipment provided to support your remote setup.
• Opportunities for professional development and career advancement in a growing technology environment.