Role Description We are looking for an inquisitive, SQL-proficient Support Operations Analyst to join our Data team. In this role, you will analyze support operations data to identify bottlenecks, defects, frictions, optimize workflows, identify product improvements, and align agent performance with our core company OKRs: Retention and Conversion. You will work closely with the Data Science Manager and the Operations team to transform chat logs, support metrics, and operational data into actionable insights that improve efficiency and elevate our customer support operations. Responsibilities - Operational Dashboarding: Build and maintain automated dashboards using BI tools to monitor agent throughput, queue wait times, and SLA compliance. - Root Cause Analysis: Analyze ticket inflow and support workflows to identify preventable issues and operational bottlenecks. - Performance Insights: Develop and test agent performance metrics that balance efficiency and quality. - Data Quality & Tracking: Audit support data sources to identify missing or inconsistent data, and collaborate with Engineering to implement new tracking events. - AI & Automation Opportunities: Explore use cases for LLMs to analyze chat logs and support performance analysis. - Stakeholder Collaboration: Partner with Operations leadership to translate insights into strategies that improve customer retention and conversion. Qualifications - Strong SQL skills (ability to query, clean, and analyze operational datasets) - 2+ years of experience in data analytics, operations analytics, or similar analytical roles - A degree in Business Management, Data Analytics, or a related field is strongly preferred - Experience building dashboards in BI tools (Omni, Looker, Tableau, or Power BI) - Strong analytical and problem-solving skills - Ability to translate data into actionable operational insights - Professional fluency in Spanish and English - Ability to communicate insights to technical and non-technical stakeholders Requirements - Strong SQL skills (ability to query, clean, and analyze operational datasets) - 2+ years of experience in data analytics, operations analytics, or similar analytical roles - A degree in Business Management, Data Analytics, or a related field is strongly preferred - Experience building dashboards in BI tools (Omni, Looker, Tableau, or Power BI) - Strong analytical and problem-solving skills - Ability to translate data into actionable operational insights - Professional fluency in Spanish and English - Ability to communicate insights to technical and non-technical stakeholders Benefits - Competitive salary - Initial stock options grant - Annual performance bonus - Health, dental, and vision plans - Remote work environment, with offices in Miami and México City - Continuous learning opportunities - Unlimited PTO - Paid parental leave - Empowering opportunities for growth in a dynamic entrepreneurial environment Equal Opportunity Employer At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.

• leverage fact-based research to help clients better market their software and services • collect, analyze, and present survey data • design and implement custom surveys in collaboration with Research Directors and survey vendors • analyze business outcomes driven by technology adoption and create best-in-class data cuts • create clear, engaging data visualizations in PowerPoint that support client decision-making • develop insightful reports and presentations, translating complex data into actionable takeaways • synthesize research insights to create compelling and credible narratives for various marketing assets • gather and evaluate research vendor bids while monitoring costs to ensure invoices align with project budgets • manage external research vendors to ensure timely and high-quality deliverables • oversee data collection processes to ensure quality and accuracy • continuously explore new ways to enhance research quality and improve processes • partner with cross-functional teams to seamlessly integrate research into broader strategic programs

• Design and implement custom surveys in collaboration with Research Directors and survey vendors. • Analyze business outcomes driven by technology adoption and create best-in-class data cuts. • Create clear, engaging data visualizations in PowerPoint that support client decision-making. • Develop insightful reports and presentations, translating complex data into actionable takeaways. • Synthesize research insights to create compelling and credible narratives for various marketing assets, including articles, whitepapers, infographics, ebooks, videos, and more. • Gather and evaluate research vendor bids while monitoring costs to ensure invoices align with project budgets. • Manage external research vendors to ensure timely and high-quality deliverables. • Oversee data collection processes to ensure quality and accuracy. • Continuously explore new ways to enhance research quality and improve processes. • Partner with cross-functional teams—including marketing, sales, content, and project management—to seamlessly integrate research into broader strategic programs.

Role Description We are looking for an E-commerce Strategy & Operations Lead to take full ownership of our marketplace and key online retail business across Amazon and other leading platforms, including Kaufland, OTTO, ManoMano, Leroy Merlin, and others. This role combines strategy, performance ownership, and hands-on execution leadership. You will be responsible for driving growth, profitability, and operational excellence across multiple marketplaces while leading a team. You will act as a key driver of our digital commerce business - shaping strategy, scaling execution, and ensuring full P&L accountability across all channels. Tasks - Strategy & Growth Leadership - Develop and execute a 12–24 month growth strategy focused on market share, margin, and ACOS/ROI - Identify scalable and non-obvious growth opportunities across marketplaces and key retail channels - Define targets by marketplace, category, and SKU; ensure structured execution through weekly business reviews - Own product economics including pricing, promotions, discounts, logistics, VAT, and marketplace fees - Category & Assortment Management - Build and manage assortment strategy including SKU architecture, segmentation, and price tiers - Define positioning strategy vs competitors and ensure price parity and basket competitiveness - Optimize product mix based on performance, seasonality, and market demand - Operational Excellence & Supply Chain - Manage Amazon FBA/FBM operations as well as 3PL and warehouse partners - Define and optimize fulfillment strategy to maximize availability and conversion - Own inventory planning, stock allocation, replenishment SLAs, and forecasting accuracy - Reduce operational inefficiencies through packaging optimization, logistics improvements, and return rate reduction - Performance Marketing & Growth Execution - Oversee full marketplace marketing ecosystem (Amazon Ads, PPC, automated campaigns, smart bidding) - Manage external traffic channels including Google Ads, Meta, affiliates, and retargeting - Own promotional strategy: deals, coupons, events, and marketplace campaigns with direct P&L impact - Content, SEO & Conversion Optimization - Drive product visibility through keyword strategy, SEO optimization, A+ content, and creative assets - Improve full funnel performance: impressions → clicks → conversions → retention - Systematically manage ratings, reviews, and brand reputation across marketplaces - Analytics, BI & Automation - Build dashboards for revenue, margin, market share, inventory, returns, and performance KPIs - Develop forecasting models for demand, seasonality, and pricing elasticity - Implement automation, tools, and BI solutions to improve decision-making speed and reduce manual work - Partnerships & Leadership - Manage relationships with Amazon account managers and participate in platform beta programs - Collaborate cross-functionally with logistics, finance, production, design, and legal teams - Lead, mentor, and develop a team of 5 specialists; define standards, processes, and performance culture Qualifications - 5+ years of experience in e-commerce / marketplace / Amazon ecosystem roles - Proven experience in P&L or revenue ownership - Experience in performance marketing (PPC, ROAS optimization, external traffic) - Strong analytical mindset with experience in BI, dashboards, and forecasting - Hands-on leadership experience (team management preferred) - High ownership mindset, entrepreneurial approach, and structured thinking Benefits - Remote work from anywhere within the EU - Competitive compensation package with quarterly performance-based bonuses - A fast-moving, ambitious, and performance-driven team environment - High-impact ownership and challenging responsibilities from day one - A strong collaborative culture built around accountability, initiative, and continuous growth Important Please submit your application via the JOIN platform only. We kindly ask you to upload your CV through this channel, as applications submitted through other communication methods cannot be considered.