Let's start with the role

The Operations Specialist will be responsible for supporting process automation across the Operations department, focused on Customer Support and related areas in Brazil. This role will execute, maintain, and enhance automations based on predefined requirements, while integrating operational tools with internal systems when necessary. In addition, this role will support BPO access management within Zendesk. The position reports to the Program Manager and works closely with Product Owners and cross-functional teams in Brazil and Europe.

As an Operations Specialist, you will:

• Prioritize backlog items with the Product Owner (PO) and Program Manager;
• Develop or update automation scripts;
• Troubleshoot and resolve automation-related incidents;
• Align with Operations stakeholders to gather and clarify requirements;
• Document changes and ensure compliance with governance standards;
• Manage Zendesk access for BPO agents.

What you will bring:

• Fluency in English;
• Bachelor's in Engineering, Computer Science, Information Systems or similar;
• Strong Javascript hands-on experience;
• Knowledge of APIs and webhooks;
• Experience with Zendesk or similar ticketing systems;
• Ability to interpret technical requirements;
• Experience with Power Platform or RPA tools (e.g., UiPath, Power Apps);
• Exposure to Customer Support operations;
• Knowledge of automation governance;
• Experience in matrix organizations.

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