At Mercado Libre, we are democratizing commerce and financial services to transform people's lives across Latin America. Join us in this mission! In Customer Experience, we inspire trust in the people who use our platform by delivering extraordinary experiences. We build emotional connections at every touchpoint, providing solutions and exceeding expectations through multiple support channels. To achieve this, we plan our operational capacity, design support models, monitor performance, and manage our teams' knowledge. Make a positive impact on the experiences of millions of people while learning from the e-commerce and fintech worlds in a challenging and fun work environment! **We have a challenge for those who:** * Possess entrepreneurial energy: driven by curiosity, never giving up, and focused on surpassing their own limits. * Give their best because they love working with commitment and dedication. * View change as an opportunity and learn from their mistakes. * Prioritize excellence and execution in everything they do. * Foster a positive, joyful, and fun work environment. * Know how to build together with others and enjoy working as part of a team. Imagine leading challenging, dynamic, and innovative projects, **with responsibility for:** * Understanding and anticipating user problems, identifying opportunities in our processes, services, and products, and reducing friction at its root whenever possible. * Identifying improvement opportunities through data and metric analysis, such as contact rate and NPS. * Driving continuous improvement initiatives, quantifying friction points, and co-creating solutions to deliver an extraordinary experience with our products. * Developing comprehensive and effective solutions for user problems, as well as tools enabling operations to resolve them efficiently. * Collaborating with Product and Business teams for segmentation, implementation, and measurement of improvement initiatives. **Requirements:** * University degree in Engineering, Administration and Systems, Economics, Exact Sciences, or related fields. * Proficiency in Microsoft Office suite. * Knowledge of databases, such as SQL or Teradata. **We offer you:** * The opportunity to join an entrepreneurial company where we love thinking big and long-term. * A chance to take ownership of your development in an environment full of opportunities, learning, growth, expansion, and challenging projects. * Collaboration and learning within a team of outstanding professionals and specialists. * An excellent work environment, equipped with everything needed for you to have a great experience. :)