Join Rappi, a company revolutionizing how we perceive time and opportunities! We see opportunities where others see problems, proximity where others see distance, and adrenaline where others feel pressure. Be part of a team committed to equality and opportunity for all, regardless of gender identity, race, religion, nationality, age, disability, training, or experience. We are looking for a motivated, curious CX Analyst with an analytical mindset to enhance our merchants' experience. Your role will involve analyzing operational issues, basic data analysis, and proposing process improvements. Responsibilities include: Analyzing performance of placements and identifying 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 of CX metrics such as complaints, reopenings, TMO, resolution times, etc., and identifying patterns indicating process or tool failures. Documenting processes and maintaining updated records of incidents and findings. Resolving operational or support issues reported by partners, escalating complex cases proactively. Participating in feedback sessions to suggest improvements and testing new CX solutions. Requirements: Degree in Administration, Engineering, Economics, Communication, or related fields. Minimum 1 year of experience in a similar role or area. Experience in consulting is a plus. Advanced Excel skills (filters, pivot tables, formulas). Knowledge of SQL and database management. Desirable: experience with customer service tools like Zendesk. Strong communication skills, teamwork, adaptability, analytical, and proactive attitude. Work modality: Hybrid Worker type: Regular Company: Rappi Technology Colombia For more information, visit our website and read our reviews on Glassdoor . We look forward to building and delivering magic together! #Rappi #J-18808-Ljbffr