Description

Job Title: Data Analyst – Customer Service

As our company continues to grow, we are in need of a Data Analyst – Customer Service 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 Data Analyst – Customer Service 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.

Your Team When You Join Us

As a Customer Service Data Analyst, you will be a key member of our Customer Service Team, partnering with Operations and Technology to analyze performance and improve customer satisfaction. You’ll be part of a dedicated Customer Service team, reporting directly to our Customer Experience Director. Together, you’ll ensure customer service processes are efficient and data-driven, helping the team deliver top-notch support. Get ready to collaborate with a team that’s dedicated to delivering exceptional support and continuously improving through data-driven insights!

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.

If you are excited about the opportunity and feel like you are a good fit, we encourage you to apply today and talk to one of our recruiters. We look forward to seeing how your skills and experiences align with our vision. If unsure, we still welcome your application and would be happy to discuss other potential roles that may be a good fit for you.

Overview of Our Interview Process

Application Submission– We’ll start by reviewing your application.

• Invitation to Test Gorilla Assessment – If you pass the resume screening, you will be invited to take a 19 – minute written examination to help us assess your fitness to the role and our team. Please note that passing this stage is crucial to move forward to the hiring process.
• HR interview – Our Recruiter will reach out to you to discuss your skills, experience and qualifications related to the role.
• 2nd Interview – Meet with our Customer Service Operations Manager
•  Final Interview – Meet with our Customer Experience Director
• Offer Discussion – If all goes well, we’ll discuss the offer and invite you to our pre-onboarding process.
• Pre-Onboarding Process
• Background Check: Verification of your identification and declared address.
• Reference Check: We’ll contact your three references for their feedback.
• Onboarding: Once all checks are completed, we’ll initiate the onboarding process.

Before you Apply: Here is an interview Q and A for you: Click here

NOTE: Here is why some companies may not hire you.

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