Customer Support Analyst – Data‑Driven CX Operations & Process Improvement Specialist at arenaflex

About arenaflex – Shaping the Future of Urban Mobility

At arenaflex, we believe that the way people move through cities can be smarter, greener, and more human‑centric. Our mission is to create an urban mobility ecosystem that reduces private car usage, promotes sustainable vehicle options, and optimlines routes for efficiency. By delivering innovative products and services, we generate economic, social, and environmental value for every community we serve. If you share a passion for transforming city streets into spaces designed for people—not just for cars—then you’ve found your next career destination.

Why This Role Matters

The Customer Support function at arenaflex is the frontline of our value proposition. It ensures that every interaction—whether with riders, drivers, or partner businesses—is safe, reliable, and exceeds expectations. As a Customer Support Analyst, you will turn raw operational data into actionable insights, design scalable processes, and champion a customer‑centric culture across the organization.

Key Responsibilities

• Operational Monitoring & Issue Detection: Continuously track performance across all audience segments, using analytical tools to spot emerging problems, incidents, and critical trends before they impact the user experience.
• Critical Case Resolution: Apply a CX‑first mindset to resolve high‑impact cases swiftly, coordinating with cross‑functional teams to ensure seamless outcomes.
• Driver Experience Analysis: Identify friction points in driver workflows, map root causes, and propose concrete improvements that enhance satisfaction and retention.
• Complex Problem Decomposition: Break down intricate operational challenges into manageable components, develop action plans, and lead execution to eliminate the underlying issues.
• Cross‑Team Communication: Translate analytical findings into clear, actionable messages for product, engineering, and operations teams, highlighting the impact of decisions on the broader business.
• Process Innovation: Design and refine internal and external processes based on data‑driven insights, creating documentation, flowcharts, and performance indicators that drive efficiency.
• Data Presentation & Storytelling: Produce compelling reports, dashboards, and presentations that showcase trends, opportunities, and recommendations to senior leadership.

Essential Qualifications

• Minimum 2 years of hands‑on experience in operational process improvement, consulting, or a closely related field.
• Proven expertise in designing, documenting, and redesigning operational workflows, including the creation of manuals, flowcharts, and KPI dashboards.
• Strong Customer Experience (CX) orientation with a track record of translating user feedback into measurable service enhancements.
• Analytical mindset with a data‑driven approach to problem solving; comfortable working with large datasets and statistical methods.
• Advanced proficiency in Microsoft Excel or Google Sheets, including pivot tables, complex formulas, and data visualisation.
• Deep knowledge of business intelligence tools such as Power BI, Tableau, or Business Objects, and solid experience writing SQL queries to extract and manipulate data.
• Excellent written and verbal communication skills in both Spanish and English, enabling you to convey technical concepts to non‑technical audiences.

Preferred Qualifications & Additional Skills

• Experience with statistical analysis software (e.g., R, Python, SAS) and scenario simulation techniques.
• Background in agile project management or familiarity with Scrum/Kanban methodologies.
• Demonstrated ability to lead cross‑functional initiatives, influence stakeholders, and drive consensus.
• Passion for sustainable mobility and a genuine interest in the future of urban transportation.
• Certification in process improvement frameworks such as Lean, Six Sigma, or BPMN.

Core Competencies for Success

• Critical Thinking: Ability to dissect complex problems, identify root causes, and develop pragmatic solutions.
• Data Literacy: Comfort navigating large datasets, performing statistical analysis, and translating numbers into narratives.
• Collaboration: Strong team player who thrives in a fast‑paced, interdisciplinary environment.
• Customer Empathy: Deep understanding of the end‑user journey, with a focus on delivering delight at every touchpoint.
• Adaptability: Flexibility to pivot priorities as business needs evolve, while maintaining a high standard of quality.

Career Growth & Learning Opportunities

At arenaflex, your professional development is a priority. You will have access to:

• Mentorship programs with senior leaders in product, data science, and operations.
• Continuous learning budgets for certifications, workshops, and conferences related to CX, analytics, and process engineering.
• Opportunities to lead high‑visibility projects that directly influence the company’s strategic direction.
• A clear career ladder that can take you from Analyst to Senior Analyst, then to Manager of Customer Operations, and eventually to Director‑level roles.

Work Environment & Culture at arenaflex

arenaflex fosters a vibrant, inclusive, and flexible workplace where creativity and collaboration intersect. Our culture is built on:

• Flexibility: Hybrid work model with flexible hours, remote‑first weeks, and the ability to balance personal commitments with professional responsibilities.
• Team Spirit: Regular social events, virtual coffee chats, and team‑building activities that keep morale high and connections strong.
• Innovation Mindset: An environment that encourages experimentation, rapid prototyping, and learning from both successes and failures.
• Diversity & Inclusion: Commitment to building a workforce that reflects the communities we serve, ensuring every voice is heard and valued.

Compensation, Perks & Benefits

While exact figures will be discussed during the interview process, candidates can expect a competitive salary package aligned with market standards for the region. In addition, arenaflex offers a comprehensive benefits suite, including:

• Comprehensive health coverage through a leading provider (replaced with arenaflex health plan).
• Generous paid time off, holidays, and sick leave.
• Flexible working hours and the option to work fully remote for designated weeks.
• Discounts on arenaflex services and partner platforms.
• Wellness programs, mental‑health resources, and employee assistance services.
• Technology stipend for home office setup and continuous learning.
• Special “arenaflex Days” dedicated to community service, innovation sprints, or simply recharging.
• Annual “Recharge Day” where the entire company takes a day off to focus on personal well‑being.

How to Apply

If you are ready to make a tangible impact on the future of urban mobility, bring your analytical expertise, and grow within a purpose‑driven organization, we want to hear from you. Click the link below to submit your application and start your journey with arenaflex today.

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