Customer Service Analyst

About Kueski

Founded in 2012 with the mission to improve the financial lives of people in Mexico, Kueski is the leading buy now, pay later (BNPL) and online consumer credit platform in Latin America, known for its innovative financial services. Its flagship product, Kueski Pay, allows customers to make purchases and pay later, both online and in physical stores and has become the payment choice for a quarter of Mexico's leading e-commerce merchants. Notably, it stands out as the first buy now, pay later (BNPL) option accessible to Mexican consumers on Amazon.com.mx.

Kueski is frequently recognized for its strong, diverse and inclusive company culture. In 2022, Kueski was named one of the most ethical companies in Mexico by AMITAI, and one of the best companies for both young professionals and female talent in Mexico by EFY. The company has also been named to CB Insights’ Fintech 250 list.

Purpose

Align, execute, and measure Kueski’s strategic plan through an in-depth analysis of customer experience as well as area outcomes. With the purpose of guaranteeing better results for the customer, as well as for the scalability and achievement of the company’s OKRs.

Key Responsibilities

• Support in the scalability of the operations team and use of tools aligned to customer service strategies

• Participate actively in the definition and implementation of customer service actions

• Generate pooled database level information with simple readings of operation metrics

• Document and update changes to the customer service strategy

• supervise the correct execution of the strategy

• Development of key reports that allow for clear and timely information for decision making

• Implement and monitor KPIs

• Generation and analysis of reports that allow the monitoring of the particular portfolio or segment, for the development of strategies

• Generation of queries in SQL, R, and/or Databricks to maximize the process of management, reporting, and sending campaigns

• Support for the company's OKRs to be achieved

• Propose and align the use of resources (economic, human, and technical)

• Analysis of different phenomena that may exist in operations

• Dashboard/Report generation (in Tableau)

• Creation and management of KPIs

Position Requirements

• 1 year experience in data analysis or a similar position

• Bachelor in Computer Science / Business Administration

• Office Package and Google Suite

• Analytical skills and problem solving

• Knowledge of customer service best practices, call center data, and contact strategy metrics

• Intermediate English

• Basic Knowledge: SQL (Information Extraction, Queries, Database combination)

• Basic knowledge of data visualization (Using Excel and/or Tableau)

• Basic database management

You’ll love working at Kueski because

• We have a mission-driven culture focused on customer value, teamwork, humility, and integrity

• Everyone is expected to have role clarity, career growth, and a personal development plan. Feedback and recognition are embedded in our company processes, systems, and practices

• We ensure competitive salary, medical insurance, and wellbeing through ample and flexible time off as well as mental healthcare benefits. Everyone is an owner and eligible for competitive stock options with a company poised for success

• We're committed to building an inclusive and diverse team and we know this leads to incredible work

Kueski: Where talent excellence improves Mexican lives

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