Support Opperations Analyst

Importante empresa del sector - Extranjero

Descripción de la oferta

A convenir Contrato por tiempo indeterminado Tiempo Completo Remoto

About Us

At Félix, we're building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances. Our core product is an AI-powered chatbot built on WhatsApp, allowing our users to send money home as easily as sending a text message. We leverage cutting-edge technology like AI, blockchain, and stablecoins to make cross-border payments faster, more affordable, and more accessible than ever before.

We are a hyper-growth Series B company, backed by over $100 million in funding from top-tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and General Catalyst Customer Value Fund. This isn't just about the numbers; it's a testament to the trust our investors have in our vision and our team. Additionally, Félix was selected as an “Endeavour Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high-performers, united by our shared obsession with a single goal: empowering our customers. We are all owners of Félix, driven by a bias for action and a true experimentation spirit to get shit done with urgency and focus.

Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long. We are a team that is fiercely loyal to each other, where radical transparency and constructive feedback are how we grow and push for excellence. We are bold, we care less about what others are doing, and more about creating sustainable value and a product that truly makes our users' lives better. We are building the future, today.

About the Role

We are looking for an inquisitive, SQL-proficient Support Operations Analyst to join our Data team. In this role, you will analyze support operations data to identify bottlenecks, defects, frictions, optimize workflows, identify product improvements, and align agent performance with our core company OKRs: Retention and Conversion. You will work closely with the Data Science Manager and the Operations team to transform chat logs, support metrics, and operational data into actionable insights that improve efficiency and elevate our customer support operations.

Responsibilities

Operational Dashboarding: Build and maintain automated dashboards using BI tools to monitor agent throughput, queue wait times, and SLA compliance.
Root Cause Analysis: Analyze ticket inflow and support workflows to identify preventable issues and operational bottlenecks.
Performance Insights: Develop and test agent performance metrics that balance efficiency and quality.
Data Quality & Tracking: Audit support data sources to identify missing or inconsistent data, and collaborate with Engineering to implement new tracking events.
AI & Automation Opportunities: Explore use cases for LLMs to analyze chat logs and support performance analysis.
Stakeholder Collaboration: Partner with Operations leadership to translate insights into strategies that improve customer retention and conversion.

Requirements

Strong SQL skills (ability to query, clean, and analyze operational datasets)
Professional Experience: 2+ years of experience in data analytics, operations analytics, or similar analytical roles
Educational Background: A degree in Business Management, Data Analytics, or a related field is strongly preferred to support the highly numerical nature of this role.
Experience building dashboards in BI tools (Omni, Looker, Tableau, or Power BI)
Strong analytical and problem-solving skills
Ability to translate data into actionable operational insights
Professional fluency in Spanish and English
Ability to communicate insights to technical and non-technical stakeholders
These are the applicable requisites, although equivalent competencies in any of the above will also be considered.

What We Offer

Competitive salary
Initial stock options grant
Annual performance bonus
Health, dental, and vision plans
Remote work environment, although we have offices in Miami and México City and would love to work in hybrid model if you are up to it.
Continuous learning opportunities
Unlimited PTO
Paid parental leave
Empowering opportunities for growth in a dynamic entrepreneurial environment