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 $1.8 trillion credit gap. Our mission is to unlock their potential by providing innovative financial solutions tailored to their needs. 

R2 partners with leading platforms to embed financial services that SMBs can leverage effortlessly, starting with revenue-based financing. We are a tight knit team coming from organizations such as Amazon, Google, Uber, Mercado Libre, Globant, and J.P. Morgan. We are backed by world-class investors such as Gradient Ventures (Google’s AI-focused fund), General Catalyst, Hi Ventures, Cometa, Y Combinator, Femsa Ventures, Prosus, Endeavor Catalyst, among others.

We’re seeking a dynamic and detail-oriented Product Operations Analyst to help us scale operations by building and running world-class processes. This role is crucial for ensuring efficient execution, meeting Service Level Agreements (SLAs), and exceeding customer satisfaction. As a Product Operations Analyst, you’ll play a key role in customer success by executing, optimizing, and automating operational workflows.

Key Responsibilities

• Respond promptly and professionally to customer interactions via email, WhatsApp, and phone.
• Actively contribute to achieving Product Operations goals.
• Implement the Customer Success journey for partners, focusing on ticket-based support.
• Manage and monitor payment processes within operational workflows.
• Generate real-time alerts for any issues encountered during process execution.
• Propose and implement process improvements to enhance customer experience and service quality.
• Troubleshoot and resolve payment issues with merchants, ensuring high-quality support via email and phone.
• Collaborate with internal teams (Tech, Product, Credit Analytics, Special Projects, and Compliance) to resolve incidents, implement improvements, and maintain KYC continuity.

Qualifications

Experience:

• 2–3 years of experience in Customer Experience, Customer Success, Customer Service, or Operations.

Technical Skills:

• Proficiency with tools like Google Workspace and ticket management systems; experience with Zoho Desk is a plus.
• Strong written and verbal communication skills in Spanish; basic English proficiency required.

Soft Skills:

• Excellent interpersonal and communication skills.
• Highly organized with a strong problem-solving and customer-focused mindset.
• Adaptability to dynamic environments and ability to collaborate effectively across teams.