Customer Operations Associate - Americas

Working at Infobip means being part of something truly global. With 75+ offices across six continents, we’re not just building technology — we’re shaping how more than 80% of the world connects and communicates.

As employees, we take pride in contributing to the world’s largest and only full-stack cloud communication platform. But it’s not just what we do, it’s how we do it: with curiosity, passion, and a whole lot of collaboration.

We operate with an AI-first mindset, embedding intelligent tools into our daily workflows to work smarter and more efficiently. Every role here benefits from and contributes to this approach.

If you're looking for meaningful work and challenges that grow you in a culture where people show up with purpose, this is your opportunity.

Let’s build what’s next, together.

The Customer Operations Associate is a key enabler of regional execution, bringing together data, processes, and stakeholders to help drive operational excellence across LATAM and North America. This role plays a central part in CRM administration, forecasting, reporting, KPI and target setting, incentives, and cross-functional support — helping teams work smarter and move faster.

• →Align teams around a single view of the business with shared revenue targets
• →Connect business and activity data across organizational silos and technology stacks
• →Increase operational rigor through a unified customer journey
• →Administration of CRM and data updates, including internal campaigns, lead assignment, opportunity closing, segmentation updates, case resolution, and report/dashboard setup
• →Monitor CRM data quality and support continuous improvement based on the latest available data
• →Support customer-facing departments with procedures, tool guidance, feedback collection, and coordination with other departments when needed
• →Timely response to various queries and cases on sales process, procedures and tools
• →Participating in designing, improving, training and onboarding process for customer-facing teams, actively participates in department documentation, sharing feedback and insights
• →Participating and sharing feedback regarding processes to enhance cross-functional collaboration between sales, marketing and growth, and customer success
• →Manage simple ad hoc reporting and analysis at product, region, and customer level
• →Collect and consolidate sales forecasts according to the defined schedule, rolling up weekly, monthly, quarterly, and yearly data for Sales Management
• →Continuously improve reports and processes to provide stronger management visibility of pipeline data, marketing results, and performance, while supporting target and KPI setting through insights, trends, and reports that help drive data-driven decisions
• →Assisting leadership with KPI targets setting and calculation through data analysis and modelling, processing in CRM, sharing best practice approach
• →Support customer facing incentives activities calculation and preparation for instalments
• →Collaborate with customer facing leadership on quarterly planning meetings, forecasting, account planning, coordinate with relevant stakeholders for topics like sales commission plan, objectives setting and other sales activities
• →Perform all necessary actions in the main tools used by the Operations department

• Strong analytical mindset and comfort with numbers, data, and process
• Experience in Customer Operations, Sales Operations, Revenue Operations, or similar data-driven role
• Hands-on experience with CRM tools is required; Salesforce experience is preferred
• Fluent English is required, plus Portuguese
• Strong communication skills and a collaborative approach when working with stakeholders
• Organized, proactive, and able to manage multiple priorities with accuracy
• Comfortable working with forecasting, reporting, KPIs, and process improvement
• A problem-solving mindset and the ability to troubleshoot issues logically

Read more about our hiring process.