Senior Analyst, Customer Support Operations

DocuSign, Inc.; Brasil; Presencial; BRL 120 000 - 240 000; Tempo integral

Resumo da oferta

DocuSign, Inc. is seeking a Senior Analyst within Customer Support Operations. You will own planning, forecasting, and performance intelligence to guide how the Customer Support function operates and evolves.

This high-impact role sits at the P3 level, turning complex data into clear, actionable insights for leadership and cross-functional teams. This individual contributor role reports to the Principal Support Strategic Operations & Quality Manager.

Qualificações

• Bachelor’s degree in Business, Economics, or a quantitative field (e.g., Statistics, Mathematics, Finance, Engineering)
• 5+ years of experience in business analytics, strategy, operations, or a related function in SaaS/tech
• Experience synthesizing complex datasets into clear narratives for senior stakeholders
• Experience leading or contributing to planning cycles, business reviews, or forecasting processes
• Experience presenting findings to cross-functional and executive audiences
• Experience with SQL for ad hoc data querying and validation

Responsabilidades

• Lead quarterly and annual planning processes with complex forecasts and scenario analyses
• Partner with cross-functional leadership (Support, Product, Finance, CX) to surface data-driven insights
• Maintain and optimize the Customer Support business rhythm with insights for reviews
• Build and manage self-service dashboards and automated reporting pipelines
• Act as analytical lead on cross-functional initiatives and tool rollouts
• Own data definitions, metric governance, and reporting standards across dashboards

Conhecimentos

SQL for ad hoc data querying

Strategic analytics

Executive stakeholder communication

Forecasting and planning cycles

Data visualization (Tableau Looker PBI

Cross-functional collaboration

Data-driven storytelling

Formação académica

Bachelor’s degree in Business, Economics, or quantitative field

Ferramentas

Salesforce CRM Analytics

Tableau

Looker

Power BI

Salesforce Service Cloud

Zendesk

ServiceNow

Descrição da oferta de emprego

Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

As a Senior Analyst on the Customer Support Operations team, you will serve as a key analytical and strategic partner to leadership across the organization. In this role, you will own the planning, forecasting, and performance intelligence that drives how the Customer Support function operates and evolves. This is a high-impact individual contributor position at the P3 level, where your ability to turn complex data into clear, actionable insight will directly shape the team’s priorities, investments, and customer outcomes. You will work at the intersection of analytics, operations, and strategy—partnering with cross-functional leaders to uncover opportunities, optimize business rhythms, and bring a persistent customer lens to every initiative. The ideal candidate brings intellectual curiosity, a bias toward action, and the communication skills to influence at every level of the organization.

This position is an individual contributor role reporting to the Principal Support Strategic Operations & Quality Manager.

Responsibility

• Lead quarterly and annual planning processes by developing complex, multi-variable forecasts and scenario analyses that inform strategic investments and resource allocation decisions
• Partner with cross-functional leadership—spanning Support, Product, Finance, and CX—to surface data-driven insights that improve business performance and translate findings into clear, prioritized recommendations
• Maintain and continuously optimize the Customer Support business rhythm, including preparing accurate, insights-rich content for monthly and quarterly business reviews to ensure leadership clarity on goals, scope, and performance trends
• Build and manage self-service dashboards and automated reporting pipelines that give stakeholders real-time visibility into key performance indicators, capacity trends, and operational health
• Act as an analytical lead or workstream owner on cross-functional initiatives—such as new tooling rollouts and process redesigns—ensuring that data-driven perspectives are embedded from planning through execution
• Own and contribute to data definitions, metric governance, and reporting standards, ensuring consistency across dashboards and business review materials and enabling stakeholders to trust and act on the data they see
• Own end-to-end analysis of the customer experience, identifying root causes of complex, systemic issues and recommending practical, measurable adjustments that reduce friction and improve satisfaction
• Analyze CSAT, NPS, and customer effort data to identify key drivers of satisfaction and dissatisfaction, translating Voice of Customer signals into actionable improvements for the support team
• Research industry best practices and operational models across top SaaS companies, identifying opportunities to improve team efficiency and proposing creative, innovative solutions to moderately complex operational challenges
• Partner with Workforce Management to develop capacity planning analyses that help the team anticipate demand, optimize staffing, and proactively address blockers before they impact execution
• Leverage emerging AI and automation tools to streamline routine analytical workflows, accelerate insight generation from complex datasets, and increase the overall impact and velocity of the team
• Evaluate new technologies, platforms, and analytical methodologies relevant to support operations, serving as an internal advocate for tools that improve how the team makes decisions and serves customers

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position’s job designation depending on business needs and as permitted by local law.

What you bring

Basic

• Bachelor’s degree in Business, Economics, or a quantitative field (e.g., Statistics, Mathematics, Finance, Engineering, or related discipline)
• 5+ years of experience in business analytics, strategy, operations, or a related function, preferably within a SaaS or technology company
• Experience synthesizing complex, ambiguous datasets into clear narratives and actionable recommendations for senior stakeholders
• Experience leading or significantly contributing to planning cycles, business reviews, or strategic forecasting processes
• Experience presenting findings to cross-functional and executive audiences
• Experience managing multiple priorities in a fast-paced environment, proactively anticipating blockers and pivoting as business context evolves
• Experience with SQL for ad hoc data querying, exploration, and pipeline validation

Preferred

• Experience working within or in close partnership with Customer Support, Customer Success, or Customer Experience functions
• Advanced proficiency in data analysis and visualization tools such as Salesforce CRM Analytics, Tableau, Looker, or Power BI; ability to build and maintain executive-level dashboards
• Familiarity with CRM or service management platforms such as Salesforce Service Cloud, Zendesk, or ServiceNow
• Hands-on experience applying AI or machine learning tools to business analysis or workflow automation
• Advanced Excel or Google Sheets skills, including financial modeling and scenario analysis
• Experience with Python or R for advanced data analysis or automation tasks
• Excellent written and verbal communication skills

Accommodation: Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at [e-mail].

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [e-mail].

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