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Support Strategy & Operations Sr. Analyst

LocationBR-Remote, Brazil

Work moderemote

Typefull-time

DepartmentBusiness/Sales Operations & Strategy

Company size10,000+ people

First seen2mo ago

Last seen3d ago

About the company

Company Overview Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM). What you’ll do As a Senior Analyst on the Customer Support Operations team, you will serve as a key analytical and strategic partner to leadership across the organization. In this role, you will own the planning, forecasting, and performance intelligence that drives how the Customer Support function operates and evolves. This is a high-impact individual contributor position at the P3 level, where your ability to turn complex data into clear, actionable insight will directly shape the team’s priorities, investments, and customer outcomes. You will work at the intersection of analytics, operations, and strategy—partnering with cross-functional leaders to uncover opportunities, optimize business rhythms, and bring a persistent customer lens to every initiative. The ideal candidate brings intellectual curiosity, a bias toward action, and the communication skills to influence at every level of the organization. This position is an individual contributor role reporting to the Principal Support Strategic Operations & Quality Manager. Responsibility Lead quarterly and annual planning processes by developing complex, multi-variable forecasts and scenario analyses that inform strategic investments and resource allocation decisions Partner with cross-functional leadership—spanning Support, Product, Finance, and CX—to surface data-driven insights that improve business performance and translate findings into clear, prioritized recommendations Maintain and continuously optimize the Customer Support business rhythm, including preparing accurate, insights-rich content for monthly and quarterly business reviews to ensure leadership clarity on goals, scope, and performance trends Build and manage self-service dashboards and automated reporting pipelines that give stakeholders real-time visibility into key performance indicators, capacity trends, and operational health Act as an analytical lead or workstream owner on cross-functional initiatives—such as new tooling rollouts and process redesigns—ensuring that data-driven perspectives are embedded from planning through execution Own and contribute to data definitions, metric governance, and reporting standards, ensuring consistency across dashboards and business review materials and enabling stakeholders to trust and act on the data they see Own end-to-end analysis of the customer experience, identifying root causes of complex, systemic issues and recommending practical, measurable adjustments that reduce friction and improve satisfaction Analyze CSAT, NPS, and customer effort data to identify key drivers of satisfaction and dissatisfaction, translating Voice of Customer signals into actionable improvements for the support team Research industry best practices and operational models across top SaaS companies, identifying opportunities to improve team efficiency and proposing creative, innovative solutions to moderately complex operational challenges Partner with Workforce Management to develop capacity planning analyses that help the team anticipate demand, optimize staffing, and proactively address blockers before they impact execution Leverage emerging AI and automation tools to streamline routine analytical workflows, accelerate insight generation from complex datasets, and increase the overall impact and velocity of the team Evaluate new technologies, platforms, and analytical methodologies relevant to support operations, serving as an internal advocate for tools that improve how the team makes decisions and serves customers Job Designation Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time. Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position’s job designation depending on business needs and as permitted by local law. What you bring Basic Bachelor’s degree in Business, Economics, or a quantitative field (e.g., Statistics, Mathematics, Finance, Engineering, or related discipline) 5+ years of experience in business analytics, strategy, operations, or a related function, preferably within a SaaS or technology company Experience synthesizing complex, ambiguous datasets into clear narratives and actionable recommendations for senior stakeholders Experience leading or significantly contributing to planning cycles, business reviews, or strategic forecasting processes Experience presenting findings to cross-functional and executive audiences Experience managing multiple priorities in a fast-paced environment, proactively anticipating blockers and pivoting as business context evolves Experience with SQL for ad hoc data querying, exploration, and pipeline validation Preferred Experience working within or in close partnership with Customer Support, Customer Success, or Customer Experience functions Advanced proficiency in data analysis and visualization tools such as Salesforce CRM Analytics, Tableau, Looker, or Power BI; ability to build and maintain executive-level dashboards Familiarity with CRM or service management platforms such as Salesforce Service Cloud, Zendesk, or ServiceNow Hands-on experience applying AI or machine learning tools to business analysis or workflow automation Advanced Excel or Google Sheets skills, including financial modeling and scenario analysis Experience with Python or R for advanced data analysis or automation tasks Excellent written and verbal communication skills Life at Docusign Working here Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live. Accommodation Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at [email protected]. If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance. Applicant and Candidate Privacy Notice #LI-Remote

Requirements

Basic Bachelor’s degree in Business, Economics, or a quantitative field (e.g., Statistics, Mathematics, Finance, Engineering, or related discipline) 5+ years of experience in business analytics, strategy, operations, or a related function, preferably within a SaaS or technology company Experience synthesizing complex, ambiguous datasets into clear narratives and actionable recommendations for senior stakeholders Experience leading or significantly contributing to planning cycles, business reviews, or strategic forecasting processes Experience presenting findings to cross-functional and executive audiences Experience managing multiple priorities in a fast-paced environment, proactively anticipating blockers and pivoting as business context evolves Experience with SQL for ad hoc data querying, exploration, and pipeline validation Preferred Experience working within or in close partnership with Customer Support, Customer Success, or Customer Experience functions Advanced proficiency in data analysis and visualization tools such as Salesforce CRM Analytics, Tableau, Looker, or Power BI; ability to build and maintain executive-level dashboards Familiarity with CRM or service management platforms such as Salesforce Service Cloud, Zendesk, or ServiceNow Hands-on experience applying AI or machine learning tools to business analysis or workflow automation Advanced Excel or Google Sheets skills, including financial modeling and scenario analysis Experience with Python or R for advanced data analysis or automation tasks Excellent written and verbal communication skills

About the role

As a Senior Analyst on the Customer Support Operations team, you will serve as a key analytical and strategic partner to leadership across the organization. In this role, you will own the planning, forecasting, and performance intelligence that drives how the Customer Support function operates and evolves. This is a high-impact individual contributor position at the P3 level, where your ability to turn complex data into clear, actionable insight will directly shape the team’s priorities, investments, and customer outcomes. You will work at the intersection of analytics, operations, and strategy—partnering with cross-functional leaders to uncover opportunities, optimize business rhythms, and bring a persistent customer lens to every initiative. The ideal candidate brings intellectual curiosity, a bias toward action, and the communication skills to influence at every level of the organization. This position is an individual contributor role reporting to the Principal Support Strategic Operations & Quality Manager. Responsibility Lead quarterly and annual planning processes by developing complex, multi-variable forecasts and scenario analyses that inform strategic investments and resource allocation decisions Partner with cross-functional leadership—spanning Support, Product, Finance, and CX—to surface data-driven insights that improve business performance and translate findings into clear, prioritized recommendations Maintain and continuously optimize the Customer Support business rhythm, including preparing accurate, insights-rich content for monthly and quarterly business reviews to ensure leadership clarity on goals, scope, and performance trends Build and manage self-service dashboards and automated reporting pipelines that give stakeholders real-time visibility into key performance indicators, capacity trends, and operational health Act as an analytical lead or workstream owner on cross-functional initiatives—such as new tooling rollouts and process redesigns—ensuring that data-driven perspectives are embedded from planning through execution Own and contribute to data definitions, metric governance, and reporting standards, ensuring consistency across dashboards and business review materials and enabling stakeholders to trust and act on the data they see Own end-to-end analysis of the customer experience, identifying root causes of complex, systemic issues and recommending practical, measurable adjustments that reduce friction and improve satisfaction Analyze CSAT, NPS, and customer effort data to identify key drivers of satisfaction and dissatisfaction, translating Voice of Customer signals into actionable improvements for the support team Research industry best practices and operational models across top SaaS companies, identifying opportunities to improve team efficiency and proposing creative, innovative solutions to moderately complex operational challenges Partner with Workforce Management to develop capacity planning analyses that help the team anticipate demand, optimize staffing, and proactively address blockers before they impact execution Leverage emerging AI and automation tools to streamline routine analytical workflows, accelerate insight generation from complex datasets, and increase the overall impact and velocity of the team Evaluate new technologies, platforms, and analytical methodologies relevant to support operations, serving as an internal advocate for tools that improve how the team makes decisions and serves customers

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