S&O Analyst, Customer Success (Hybrid)

Enova Overview:

Enova International (NYSE: ENVA) is a leading provider of online financial services for non-prime consumers and small businesses. With annual revenue of nearly $2 billion, we leverage advanced technology and analytics to serve millions of customers across the U.S. and Brazil. In Brazil, we operate as Simplic, offering 100% online personal loans with fast, flexible, and convenient access to credit. We combine the agility of a fast-growing startup with the stability of a large corporation, and we value smart, driven people who bring fresh, innovative ideas to the table. 

About the role:

We are seeking an analytical, problem-solving, and proactive professional to enhance customer satisfaction and operational efficiency. This role will support our Customer Success team, resolve out-of-happy-path issues, produce operational reports, and drive process improvements. In this role you will:

• Build KPI reports for customer service channels, present results, and recommend improvements.
• Propose and implement operational and strategic enhancements (e.g., improving self-service bot quality).
• Coordinate day-to-day customer service operations with third-party partners.
• Resolve exceptional cases faced by customers.
• Execute key operational processes essential to the business.

We're excited about you if you:

• Are a demonstrated self-starter and problem solver - You’ll be successful in this role if you can think critically and dig deeper to improve processes and campaign performance 
• Have strong analytical skills - Ability to analyze data, identify trends, and make actionable recommendations.
• Are creative and think outside the box - The only constant in our industry is change. You love to brainstorm, generate new ideas, and bring creative, innovative solutions to the challenges our customers face every day.

Requirements:

• Bachelor’s degree in Engineering, Business Administration or related fields. Our team comes from a variety of backgrounds but are successful because of their ability to problem solve and think analytically
• Demonstrate strong analytical thinking through excellent written and oral communication skills
• Experience in Customer Service planning / optimization
• Strong proficiency in both English and Portuguese (spoken and written).
• Strong proficiency in Microsoft Excel; Basic knowledge of SQL (or willingness to learn)

Benefits & Perks:

• Our hybrid roles require in-office work Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This schedule fosters collaboration, team connection, and strategic planning, enhancing communication and effectiveness to drive results.
• Health, dental, and vision insurance including mental health benefits
• 401(k) matching plus a roth option (U.S. Based employees only)
• PTO & paid holidays off
• Sabbatical program (for eligible roles)
• Summer hours (for eligible roles)
• Paid parental leave
• DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)
• Employee recognition and rewards program
• Charitable matching and a paid volunteer day…Plus so much more!

About Enova

Enova International is a leading financial technology company that provides online financial services through our AI and machine learning-powered Colossus™platform. We serve non-prime consumers and businesses alike, while offering world-class technology and services to traditional banks—in order to create accessible credit for millions. 

Being a values-driven organization is at the core of Enova’s success. We live our values by listening to our customers, challenging assumptions, thinking big, setting high expectations, and hiring and developing the best. Through our values and our commitment to making Enova an awesome place to work, we maintain an environment of inclusion and culture where our employees can thrive. You can learn more about Enova’s values and culture here. 

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