Operational Support Specialist, AI & Automation

Rakuten Americas; Osasco; Presencial; BRL 90 000 - 130 000; Tempo integral

Resumo da oferta

Rakuten Americas is seeking an Operational Support Specialist to manage advertiser validation processes, ensuring accuracy, compliance, and timely delivery within SLA. You will collaborate with System Analysis, Analytics, and Client Services to investigate discrepancies and drive improvements in processes and internal tools.

You will provide frontline support to customers, address inquiries, troubleshoot product issues, and ensure prompt resolution, leveraging product knowledge and

Qualificações

• Advanced Excel skills.
• Strong analytical and problem solving abilities.
• Experience with large datasets and data validation processes.
• Excellent written and verbal English communication.

Responsabilidades

• Manage advertiser validation processes and ensure timely, accurate results within SLA.
• Analyze product issues to identify root causes and propose solutions.
• Collaborate with Analytics, Client Services, and Systems Analysis teams to resolve issues.
• Document issues and resolutions for training and reference.
• Support process improvements and automation initiatives.
• Provide frontline customer support and troubleshoot product issues.

Conhecimentos

Excel

Analytics

Data validation

English communication

Problem solving

Formação académica

Bachelor's degree

Master's degree

Ferramentas

Python

Descrição da oferta de emprego

Job Summary

The Operational Support Specialist will be responsible for managing and executing advertiser validation processes, ensuring accuracy, compliance and timely delivery of validation results within established SLA’s. This role works closely with System Analysis, Analytics and Client Services teams to investigate discrepancies, resolve data issues and support continuous process improvements of our processes and internal tools. The position offers the opportunity to work with a combination of operational expertise, problem‑solving, and automation initiatives in a fast‑paced environment. In this role, you will provide frontline support to customers by addressing inquiries, troubleshooting product issues, and ensuring prompt resolution of concerns. You will leverage product knowledge and problem‑solving skills to deliver accurate information and guidance. You will collaborate with cross‑functional teams to elevate complex issues and contribute to improving customer satisfaction. Your focus on clear communication and timely responses will help maintain strong customer relationships and support organizational goals.

Key Responsibilities

Administers product‑related tasks by managing defined components of product support processes, ensuring timely and effective resolution of customer inquiries. Analyzes somewhat complex product issues to determine root causes, troubleshoot, and recommend solutions that align with customer needs and company guidelines. Applies knowledge of product features and operational systems to resolve more complex product‑related inquiries and ensure customer satisfaction. Communicates effectively with customers to deliver clear and concise explanations of product features, updates, and troubleshooting steps, providing solutions that meet their needs. Coordinates somewhat complex product‑related tasks between departments, ensuring that product‑related issues are escalated or resolved efficiently. Evaluates customer feedback and identifies opportunities to improve product functionality, reporting insights to the relevant internal teams for consideration in product development. Implements solutions to product‑related issues and ensures that all support tasks are handled in a timely and accurate manner, improving the overall customer experience. Documents product‑related issues and resolutions accurately, maintaining comprehensive records for reference and training purposes. Provides guidance and support to junior team members, assisting with product‑related queries and helping to streamline processes within the team. Executes validation processes by reviewing transaction data, commission calculations, and advertiser‑submitted documentation to ensure accuracy, completeness and compliance with established guidelines. Investigates validation exceptions and data discrepancies through detailed analysis of reporting outputs, transaction records and operational systems, identifying root causes and supporting resolution efforts. Monitors validation workflows and service level agreements (SLAs), proactively identifying risks, gaps and opportunities to improve processes and operational efficiency. Partners with cross‑functional teams, including Analytics, Client Services and Systems Analysis, to resolve validation‑related issues, support the successful execution of advertiser validation programs and serve as a key stakeholder in testing, automation and AI‑driven process improvements. Contributes to process improvement and automation initiatives by identifying recurring manual tasks, recommending workflow optimizations and supporting the implementation of scalable solutions.

Qualifications

• Advanced Microsoft Excel skills.
• Strong analytical and problem‑solving skills.
• Experience working with large datasets and data validation processes.
• Strong attention to detail and organizational skills.
• Ability to manage multiple priorities and meet deadlines in a fast‑paced environment.
• Strong written and verbal English communication skills.
• Comfortable leveraging AI‑assisted tools to improve productivity, problem‑solving and operational efficiency.

Nice to Have

• Experience with process improvement, automation or operational efficiency initiatives.
• Experience participating in system testing, user acceptance testing (UAT) or implementation projects.
• Familiarity with AI‑powered tools and automation technologies.
• Basic knowledge of Python or other scripting languages.

Minimum Requirements

• 2-4 years
• 5-7 years Preferred
• Bachelor's Degree Required
• Master's Degree Preferred