CRM Operations Analyst – Mid-level
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Job Description
Analista de CRM monitorando jornadas de WhatsApp, leads e capacidade comercial na edtech Fluency. Construindo relatórios, investigando incidentes e apoiando decisões rápidas com dados operacionais.
Responsibilities:
- Monitor the automated HSM message journeys, identifying breakpoints or stalls
- Monitor ad hoc WhatsApp and email sends, validating audience, delivery rates, and audience loss
- Check lead distribution between Nina and sales reps and adjust queue configurations as needed
- Monitor commercial capacity by cross-referencing lead volume generated with actual handling capacity
- Track journey execution time from lead generation to the sales rep's first contact
- Open and manage operational incidents through to resolution, identifying root causes and preventing recurrence
- Consolidate and report on operational health to support decision-making
- Ensure operational stability, rapid identification of issues, and continuous support for operational efficiency
- Independently build and maintain reports and queries for the operation
Requirements:
- Experience in real-time operations/monitoring
- Experience with CRM, sales/commercial teams, or sales funnel management
- SQL knowledge, including tables, joins, and filters to build operational monitoring views
- Autonomy and an ownership mindset, proposing solutions alongside problems
- Operational resilience, proposing alternatives or manual workarounds when ideal tools are unavailable
- Critical thinking and a ‘seek the why’ approach before executing
- Organized approach to documenting incidents
- Proactivity in structuring processes that do not yet exist, with leadership support
- Clear and objective communication to report operational health and escalate to areas such as Sales and Data/Engineering
- Advanced Excel
- Experience with WhatsApp automation
- Experience with multichannel support/conversation tools such as Omnichat, Chatwoot, or similar
- Experience in EdTech or consultative sales models
- Experience with Business Intelligence tools such as Metabase, Looker, etc., for real-time data visualization
Benefits:
- Remote work
- Caju meal voucher – R$27.00 (10% payroll contribution)
- Culture voucher R$50.00 for cinema, event tickets, books, or streaming subscriptions
- SulAmérica health plan with no fixed monthly cost for the employee; 30% copayment capped at R$150.00
- AMIL dental plan at no cost
- Zurich life insurance
- Referral bonus: R$500.00
- Zenklub: two free sessions per month; additional sessions R$70.00 each
- PsiU psychotherapy at a fixed cost of R$75.00 per session
- Wellhub (Gympass) digital plan (no cost), plus access to 10+ other plans and variations
- Fluency SkillUp: free choice of one language or technology course
- Me Poupe finance course with exclusive content
- Access to a Gen-AI course
- Day off on your birthday
- Support infrastructure and equipment shipping provided
- Relaxed work environment with team spirit and talented colleagues
- Autonomy to work, develop, and implement ideas
- Continuous development through IDP (Individual Development Plans), feedback, 1:1s, and regular reviews
- Opportunity to participate in internal mentoring programs and Fluency product beta cohorts
- Baby gift
- No dress code
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