Customer Care Sr Analyst

Company Description

PedidosYa is part of Delivery Hero, a world-leading delivery services company with a presence in ~65 countries. PedidosYa is the leading technology company in delivery and quick-commerce in Latin America. It is a simple, fast, and accessible platform that connects millions of users, companies, and couriers with a wide variety of products and services. PedidosYa operates in 15 countries in Latin America, and in 2020 launched PedidosYa Markets, the first 100% digital market that delivers food and household items in 15 minutes. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock index.

Job Description

We have an opportunity for you; we are looking for a Customer Care Sr Analyst to join our regional Customer Care team. Are you in?

What challenges await you?

• Lead end-to-end the design and optimization of operational processes and resolution guides (SOPs) for customer service teams at a regional level.
• Structure conditional logic and automations in the help center to drive self-service resolution for inquiries regarding payments, promotions, and subscriptions.
• Integrate support tools and AI assistants to provide service teams with efficient and scalable workflows.
• Identify root causes and user pain points, transforming data into recommendations for the Product, Payments, and Legal teams.
• Monitor deviations and the operational health of the platform, coordinating immediate actions in the event of technical incidents or commercial launches.

Requirements

What do we expect from you?

• Graduates in Industrial Engineering, Business Administration, Economics, or related fields.
• Previous work experience in process optimization, customer service operations, continuous improvement, or user experience management.
• Proficiency in Google BigQuery or SQL for quantitative analysis of databases and tracking of operational indicators.
• Knowledge of process mapping methodologies, workflow design, and implementation of support tools.
• Advanced English language level for fluid communication and periodic coordination with international teams.

Additional Information

At PedidosYa, impact is measured not only by results but by how we achieve them. We look for the best talent: people who resonate with our values, the way we think, decide, and collaborate every day.

What you achieve is key, but "how" you do it is what defines us. By playing as a team, we make sure the business and our ecosystem continue to grow, while simplifying the daily lives of millions of people.

👉 Learn about our values here.

Diversity of talent strengthens our Culture and our organization. We play as a team in everything we do, and what we like most about it is that we promote the creation of diverse and inclusive teams that can bring different perspectives to PedidosYa. Our job opportunities are open to all people, regardless of their gender identity, sexual orientation, ethnic origin, religion, age, disability, and/or other individual characteristics.

If you require any reasonable adjustment or particular accessibility to attend the interview, please do not hesitate to clarify it in your application. Additionally, feel free to indicate your pronouns (he/she/they) from the first contact.

#CulturaPeYa #LaDiversidadNosPotencia