Customer Service Data Analyst

The Challenge

As our company continues to grow, we are in need of a Customer Service Data Analyst to analyze customer service performance metrics, identify trends, and provide actionable recommendations to enhance efficiency and customer satisfaction. We need an addition to our team who will also build an automated reporting system, collaborating with the Customer Service, Operations, and Technology teams to drive improvements in workflows and response times.

Day in the Life of a Customer Service Data Analyst at GT Ecom
-Analyze customer service data to identify trends and improvement areas.
-Develop and maintain dashboards tracking KPIs (CSAT, NPS, FCR, etc.) via Looker Studio and Power BI.
-Provide insights to improve service efficiency and quality.
-Identify gaps in support processes and suggest data-driven solutions.
-Support automation and AI-driven tools for customer interactions.
-Present findings and recommendations to stakeholders.


Success Drivers in the first 90 days for this Role
-Develop a deep understanding of GT Ecom’s customer service processes and KPIs.
-Build and refine dashboards to track key customer service metrics.
-Identify at least three improvement opportunities based on data analysis.
-Present an initial report on customer service trends and insights.
-Collaborate with key stakeholders to implement at least one process enhancement.
-Gain proficiency with internal tools, CRM systems, and reporting platforms

We would love to hear from you if…
-You have at least 2+ years of experience in data analysis (eCommerce or customer service preferred)
-You have worked in the similar role before
-You are proficient in data visualization tools like Looker Studio, Power BI and Excel.
-You have previous experience with CRM platforms (e.g., Gorgias).
-Strong analytical and problem-solving skills.

Work Conditions

• Fully remote position with flexible work schedule Monday to Friday.

• Candidates are required to use their own laptop.