Lead Analyst, Customer Service Analytics

📋 Description

• Leverage analytics to optimize customer experience and tailor services.
• Analyze CSAT/NPS/CES/ART/AHT/FCR to measure service levels.
• Identify customer pain points by structuring and analyzing feedback and complaints.
• Balance speed and quality by optimizing processes and resources.
• Prioritize resource allocation across inbound/outbound workloads and experiments.
• Lead data-driven experimentation and mentor the team.

🎯 Requirements

• Bachelor’s or Master’s in a relevant field (data analytics, business, statistics, economics).
• 8+ years in data analytics focusing on CX or operational efficiency.
• Experience with customer service platforms (Salesforce a plus) and CS analytics tools.
• Looker/SQL/Python; familiarity with AI tools (Cursor, Claude Code) a plus.
• Ability to generate insights and drive measurable outcomes.
• Excellent communication and stakeholder management; people management a plus.

🎁 Benefits

• Hybrid work environment and home office set-up allowance
• Temporary work from abroad policy
• Regular team and social events