The Tools and Reporting team within our Customer Experience (CX) department plays a critical role in ensuring that our customers receive the highest level of service and support.

About the Role:

As a Support Operations Specialist, you will play a pivotal role in enhancing the efficiency and effectiveness of customer support operations. Your responsibilities will include analyzing customer interactions and conversation data to identify trends, uncover insights, and generate actionable reports that inform strategic decisions. You will collaborate closely with cross-functional teams to design, implement, and optimize workflows, ensuring seamless customer communication and operational excellence.

A key part of your role will involve managing and maintaining the AI Chatbot, including implementing conversational flows, testing new functionalities, and staying up-to-date on the latest innovations in AI and customer support.

Additionally, you will advise leadership on forecasting, capacity planning, and performance tracking to support informed decision-making and continuous improvement. This role demands strong analytical and organizational skills, exceptional attention to detail, and the ability to effectively communicate insights and recommendations to diverse stakeholders. 

Location: You will be based in Lisbon, with English as your working language. We offer a hybrid work arrangement, with Tuesday being the company day, where we all collaborate in the office and have a company-sponsored meal, a department day for team bonding (will be Wednesday for your department), and a consistent third day at your choice. We offer relocation support (national and international) for individuals who are already legally eligible to work in the European Union.

 

Key Responsibilities:

• Manage and improve the process for performance tracking and target setting.
• Advise customer support leadership of forecasting, routing, capacity, and budgeting considerations for strategic decision making and direction.
• Collaborate with the CSS Management team on the creation, delivery and ongoing management of capacity planning within the CSS team.
• Regularly review and assess customer interactions with our Chatbot, identify areas for improvement in customer communication and escalate issues as necessary.
• Managing and maintain the WFM tool.
• Analyze conversation data to uncover gaps, trends, and insights and generate actionable reports to inform decision-making and strategy.
• Collaborate with cross-functional teams and propose the creation of new workflows and recommend improvements to existing ones based on data analysis and audit findings.
• Build, and implement conversational flows using our Chat Bot.
• Test and validate new flows to ensure optimal performance.
• Manage and maintain the AI Chatbot.
• Serve as internal and external point of contact person on automation systems, fostering cross-team collaboration.
• Stay updated on AI and customer support best practices to drive innovation within the team.

 

Requirements:

• Strong data, analytical, and organization skills.
• Strong proficiency in Excel / Google Sheets.
• Familiarity with concepts like forecasting, handling time, resolution time, queue management etc.
• Experience working on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
• Proven ability to successfully manage complex projects end-to-end.
• Strong metrics-based orientation, proven ability to analyze and build  reports and identifying actionable insights to drive new opportunities.
• Strong business focus, and collaboration skills, logical thinking, detail-oriented, and adaptability to successfully cooperate with different stakeholders and help achieve business goals.
• Excellent written and verbal communication skills (English).