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.

Requirements:

• 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.