CRM Operations Analyst – Mid-level

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Fluency Academy

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

📚 Education

👥 B2C

🛍️ eCommerce

Education • B2C • eCommerce

Fluency Academy is the largest language school in Latin America, focusing on helping students achieve fluency in various languages through its exclusive teaching methodology. With over 400,000 students, the academy offers a range of learning solutions including live classes, recorded lessons, eBooks, podcasts, and a language memorization app. Fluency Academy is dedicated to making language education accessible and effective, providing resources for both individual learning and corporate training.

📋 Description

• 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