Hey, it's time for you to join us in showing the world that we are a company that is changing paradigms, revolutionizing the way we think about time! Do you want to know why Rappi? ️ WE SEE OPPORTUNITIES where others see problems ️ WE SEE CLOSE where others see distance ️ WE SEE ADRENALINE where others see pressure. Join a team where we are all capable of EVERYTHING, with equal opportunities regardless of gender identity, race, religion, nationality, age, disability, training, or experience. Interested? Discover how you can deliver magic with us through your Rappi mission. Impact on our ecosystem: We are looking for a motivated, curious, and analytical-minded CX Analyst to enhance our merchants' experience at Rappi. This key role involves identifying operational issues, analyzing basic data, and proposing improvements to support and service processes. Responsibilities include: Analyzing performance of placements and identifying trends and improvement opportunities. Providing operational support by following up on recurring issues affecting merchants and collaborating with internal teams for timely and effective assistance. Performing basic data analysis on CX metrics (complaints, reopenings, TMO, resolution times, etc.) and identifying patterns indicating process or tool failures. Documenting processes and relevant cases to facilitate internal knowledge sharing, and maintaining updated records and reports of incidents or findings. Interacting with merchants to resolve operational or support issues, escalating complex cases proactively. Participating in feedback sessions to suggest improvements and executing tests or pilots of new CX solutions. Requirements: Degree in Administration, Engineering, Economics, Communication, or related fields. Minimum 1 year of experience in a similar role or function. Preferably experience in consulting. Advanced Excel skills (filters, pivot tables, formulas). Knowledge of SQL and database management. Desirable: experience with customer service tools like Zendesk. Strong written and verbal communication, teamwork, adaptability, analytical skills, and proactive attitude. Work modality: Hybrid Worker type: Regular Company: Rappi Technology Colombia For more information, visit our website and check our reviews on Glassdoor . We look forward to building and delivering magic together! #Rappi #J-18808-Ljbffr