Senior Analyst, Customer Support Operations

DocuSign
Brazil
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Communication","Analytical thinking","Bias toward action","Stakeholder management","Prioritization"]

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.

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FursaFursa
DocuSign
DocuSign
1 month ago

Senior Analyst, Customer Support Operations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours 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
Glassdoor: 3.6
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