Senior Analyst, Customer Support Operations

🕒 July 17

🇧🇷 Brazil – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 21%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Docusign

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2003

⚖️ Legal

📦 Logistics

💼 Consulting

Legal • Logistics • Consulting

Docusign is a leading provider of electronic signature technology and Intelligent Agreement Management (IAM), enabling organizations to create, manage, and secure agreements digitally. It simplifies contract lifecycle management, automates document processes, and facilitates customer experiences by transforming agreement data into actionable insights. With a trusted platform used by millions worldwide, Docusign helps businesses reduce risk, save time, and improve efficiency in various sectors, including financial services, insurance, real estate, and government.

📋 Description

• 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.

🎯 Requirements

• Bachelor’s degree in Business, Economics, or a quantitative field • 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.

🏖️ Benefits

• Professional development opportunities • Flexible working arrangements • Remote work options