Product Operations Sr Analyst

Senior Product Operations Analyst

At R2, we believe that small and medium businesses are the productive engine of society. Small and medium businesses (SMBs) make up over 90% of companies in Latin America, yet they face a trillion-dollar credit gap. Our mission is to unlock SMBs' potential by providing financial solutions that are tailored to their needs. We are reimagining the financial infrastructure of Latin America - where SMBs financial needs are satisfied without ever having to go to a bank.

R2 enables platforms in Latin America to embed financial services that SMBs can then leverage (starting with revenue-based financing). We are a tight knit team coming from organizations such as Amazon, Google, Nubank, Capital One, Uber, Mercado Libre, Globant, J.P. Morgan and HSBC. We are backed by world-class investors such as Gradient Ventures, COMETA, General Catalyst, Hi Ventures, Y Combinator, Femsa Ventures, Prosus, Endeavor Catalyst, among others.

We are looking for a Senior Product Operations Analyst to join our team in São Paulo. This role will be key in ensuring an exceptional customer experience, managing operational excellence, and optimizing support processes. You will play a central role in managing our BPO partners, overseeing operational metrics, and driving efficiency in service delivery.

Responsibilities

• Lead and manage relationships with BPO partners, including SAC agencies.
• Oversee day-to-day customer operations, ensuring SLAs, volumes, and service standards are met.
• Manage, monitor and report on ticketing system metrics (average tickets, resolution times, escalations, etc.).
• Build and deliver operational reports with key performance indicators.
• Collaborate with internal teams to continuously improve customer support processes.
• Support initiatives in AI-based optimization for customer support.
• Ensure seamless communication and issue escalation between internal teams and external partners.

Requirements

• 5+ years of experience in customer experience and operations.
• Proven experience managing BPO relationships and SAC agencies.
• Strong background in reporting: SLAs, ticket volumes, operational metrics.
• Hands-on experience with ticketing systems like Zoho and measurement reports.
• Excellent problem-solving, communication, and stakeholder management skills.
• Intermediate English (Spanish is a plus).

Location: Based in São Paulo.

Nice to Have

• Experience in fintech or startup environments.
• Basic SQL skills.
• Experience with AI-based tools for customer support and optimization.