Customer Service BI Specialist

Responsibilities:

• Collect, organize, and analyze user data from the customer service department and other related systems to identify user behavior patterns and issue trends.
• Develop and maintain dashboards and reports to provide real-time insights into key metrics.
• Provide data-driven recommendations to improve team performance and operational efficiency.
• Collaborate with team leaders to implement solutions and track the impact of changes.
• Conduct root cause analysis to identify underlying issues affecting KPIs (CSATs, resolution rate, etc).
• Translate complex data into clear and actionable insights for senior management.
• Support strategic decision-making by providing in-depth analysis and forecasting.
• Ensure data accuracy and integrity by implementing best practices in data collection, storage, and analysis.
• Communicate findings and recommendations effectively to stakeholders at all levels.
• Collaborate with cross-functional teams to align on goals and drive initiatives.
• Provide training and support to team members on data analysis tools and techniques.
  
  

• Minimum of 3-5 years of experience in a business intelligence, data analysis, or similar role.
• Proven track record of analyzing complex data sets and providing actionable insights.
• Experience in the crypto, financial services or compliance industry is a plus.
• Bachelor’s degree in Data Science, Statistics, Computer Science, Business Analytics, or a related field.
• Proficiency in data analysis tools such as SQL, Python, R, or similar.
• Experience with data visualization tools like Tableau, Power BI, or similar.
• Strong understanding of database management and data warehousing concepts.
• Familiarity with statistical analysis and predictive modeling techniques.
• Excellent analytical and problem-solving skills.
• Strong attention to detail and accuracy.
• Ability to communicate complex data insights clearly and concisely.
• Strong organizational and time management skills.
• Ability to work independently and as part of a team.