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Braze is seeking a CX Operations Specialist to join its Customer Experience Operations team in São Paulo. Reporting to the Manager of CX Operations, you will drive operational efficiency across the CX team while ensuring data accuracy and supporting strategic business initiatives.
Key responsibilities include:
• Provide day-to-day operational support to internal and external customers of CX Operations, ensuring timely resolution of requests and issues.
• Partner with CX Operations and Customer Success leadership to design equitable account territories, conduct weekly data audits to identify and fix discrepancies, and execute hierarchy changes in the CRM within SLA timeframes to maintain zero reporting downtime.
• Independently audit existing CX and renewals workflows to identify opportunities for process improvements, system automation, and operational efficiency gains.
• Translate CRM account data into clear reports and dashboards for CX management, providing visibility for strategic decision-making.
• Own the accuracy and completeness of CRM and Customer Success Platform data, establishing standards and records needed for scalable, auditable processes.
• Identify opportunities to integrate AI tools (Gemini, Claude, etc.) into daily operations to automate routine tasks, accelerate data analysis, and maximize team productivity.
• Lead the creation of clear process documentation and drive enablement programs to train CX and Operations teams on business-critical workflows and tool adoption.
You will work in a fast-paced, collaborative environment with a global team. Braze is a leader in customer engagement platforms, recognized as a Great Place to Work and named a 2025 Best Company to Work For by U.S. News and World Report.
Requirements:
• Demonstrated experience in customer operations, support, sales operations, revenue operations, or business operations, preferably within a SaaS or tech environment.
• Hands-on proficiency with CRM platforms, with Salesforce strongly preferred.
• Intermediate to advanced proficiency in Google Sheets and/or Microsoft Excel, including pivot tables, VLOOKUPs, and data manipulation.
• Experience leveraging Generative AI tools to build operational efficiencies, automate workflows, and optimize personal productivity.
• Excellent written and verbal communication skills in English, with the ability to explain complex operational and technical concepts clearly.
• Ability to work independently with high autonomy while collaborating effectively with global teams.
• Familiarity with Customer Engagement platforms or the Braze platform is a plus.
Key competencies: attention to detail, excellent communication, cross-functional collaboration, strong time management, operational efficiency, AI literacy, adaptability, ethical standards, problem-solving, and data management.
