DocuSign

1 week ago

Senior Analyst, Customer Support Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 29 minutes agoStatus: Live

Job Summary

Own planning, forecasting, and performance intelligence for the Customer Support Operations team, translating complex data into clear, actionable insights for leadership. Partner cross-functionally across Support, Product, Finance, and CX to improve business performance and Customer Support business rhythm through executive reporting, dashboards, and automated pipelines. Lead analysis of CSAT/NPS/customer effort drivers, support capacity planning with Workforce Management, and apply AI/automation and new tools to streamline analytical workflows.

Location: Brazil

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Lead quarterly and annual planning by building complex forecasts and scenario analyses that inform strategic investments and resource allocation.
•Partner with Support, Product, Finance, and CX leaders to surface data-driven insights, translating findings into prioritized recommendations.
•Maintain and optimize Customer Support business reviews by preparing accurate, insights-rich content for monthly and quarterly leadership updates.
•Build and manage self-service dashboards and automated reporting pipelines to provide real-time KPI, capacity trend, and operational health visibility.
•Conduct end-to-end customer experience analysis (CSAT, NPS, customer effort) to identify root causes and recommend measurable improvements; partner on capacity planning and cross-functional workstreams.

Key Requirements

•Bachelor’s degree in Business, Economics, or a quantitative field (e.g., Statistics, Mathematics, Finance, Engineering).
•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.
•Proficiency with SQL and advanced data analysis/visualization tools such as Salesforce CRM Analytics, Tableau, Looker, or Power BI.

Experience:SaaSTechnology

Education:Bachelor's

Skills:CommunicationAnalytical thinkingBias toward actionStakeholder managementPrioritization

Languages:En-us

Tech Stack:SQLTableauLookerPower BISalesforce CRM AnalyticsSalesforce Service CloudZendeskServiceNowPythonRExcelGoogle SheetsAIMachine learning

Company Brief

DocuSign

Provides a cloud-based electronic signature and intelligent agreement management platform that automates document workflows, identity verification, contract lifecycle management, and agreement analytics for enterprises and individuals worldwide.

Industry: LegalTech

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor

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DocuSign

1 week ago

Senior Analyst, Customer Support Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 29 minutes agoStatus: Live

Job Summary

Location: Brazil

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Lead quarterly and annual planning by building complex forecasts and scenario analyses that inform strategic investments and resource allocation.
•Partner with Support, Product, Finance, and CX leaders to surface data-driven insights, translating findings into prioritized recommendations.
•Maintain and optimize Customer Support business reviews by preparing accurate, insights-rich content for monthly and quarterly leadership updates.
•Build and manage self-service dashboards and automated reporting pipelines to provide real-time KPI, capacity trend, and operational health visibility.
•Conduct end-to-end customer experience analysis (CSAT, NPS, customer effort) to identify root causes and recommend measurable improvements; partner on capacity planning and cross-functional workstreams.

Key Requirements

•Bachelor’s degree in Business, Economics, or a quantitative field (e.g., Statistics, Mathematics, Finance, Engineering).
•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.
•Proficiency with SQL and advanced data analysis/visualization tools such as Salesforce CRM Analytics, Tableau, Looker, or Power BI.

Experience:SaaSTechnology

Education:Bachelor's

Skills:CommunicationAnalytical thinkingBias toward actionStakeholder managementPrioritization

Languages:En-us

Tech Stack:SQLTableauLookerPower BISalesforce CRM AnalyticsSalesforce Service CloudZendeskServiceNowPythonRExcelGoogle SheetsAIMachine learning

Company Brief

DocuSign

Industry: LegalTech

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor