Customer Success Performance Insight Analyst (Data/BI Analyst, CX Operations)

📋 Description

• Design and build scalable reporting frameworks and data pipelines for self-service insights across
• Own data strategy and architecture for CX operations, defining metrics, data models, and governance
• Architect dashboards and data exports for visibility into customer health, agent performance, and
• Analyze complex datasets to identify behavioral patterns, performance drivers, and root causes.
• Conduct deep-dive analysis on CSO performance, customer satisfaction trends, and operational health
• Define, instrument, and track KPIs related to customer experience, agent performance, and AI

🎯 Requirements

• Advanced SQL proficiency (non-negotiable) - write complex, performant SQL daily.
• 3-5+ years in data analytics, customer analytics, CX operations, or related roles with focus on
• Hands-on experience with BI/analytics tools (e.g., Tableau, Looker, Sigma).
• Demonstrated experience with LLMs or AI models to evaluate unstructured data.
• Proficiency with QA platforms (Rippit/MaestroQA preferred).
• Preferred: Experience with modern data stack (Snowflake, dbt, Atlan).

🎁 Benefits

• Equal Opportunity Employer
• Reasonableness Accommodation for Disabilities and Religious Beliefs