Customer Service Analytics & Insights Analyst
- $150,000–$230,000 per year
- Remote
- Full Time
About the role
This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Service Analytics & Insights Analyst based in the United States.
Join a data-driven team focused on improving customer service operations through advanced analytics, demand forecasting, and customer insights. In this role, you will combine analytical judgment with operational expertise to anticipate customer service demand and understand the factors driving customer contacts. You will interpret forecasting models, assess emerging trends, and evaluate the impact of product launches, pricing changes, policy updates, and unexpected events. By connecting operational forecasts with customer experience insights, you will help teams make more informed decisions about staffing, capacity planning, and service improvements. You will also leverage Generative AI and conversation intelligence tools to uncover patterns, automate repetitive tasks, and improve analytical workflows. This remote opportunity is ideal for a curious, independent analyst who enjoys transforming complex data into clear recommendations with measurable business impact.
Accountabilities
- Demand forecasting and analysis: Interpret customer service demand forecasts, assess model outputs, apply informed adjustments when necessary, and document the rationale behind forecasting decisions. Develop scenarios for product launches, pricing changes, policy updates, live events, outages, marketing campaigns, and market-specific anomalies.
- Forecast accuracy and root-cause analysis: Investigate forecast variances to understand why actual demand differs from expectations. Identify recurring biases and patterns across markets, channels, contact drivers, forecasting horizons, and event types, then share findings with teams responsible for forecasting tools and models.
- Workforce and capacity planning: Maintain forecasting calendars, assumptions, event inputs, and accuracy metrics. Deliver reliable demand outlooks to Workforce Management and Capacity Planning teams, accounting for expected changes in contact mix and the impact of Generative AI on customer service demand.
- Customer service insights: Analyze contact drivers, customer experience data, and service interactions to identify emerging issues, customer friction points, demand shifts, and the effects of product, pricing, and policy changes. Support product launch monitoring and post-launch evaluations through recurring reports and structured analyses.
- Research and stakeholder collaboration: Partner with analytics teams, customer service leaders, and external service providers to define research requirements, coordinate routine research activities, validate deliverables, and maintain high-quality analytical outputs. Contribute quantitative, qualitative, and mixed-methods research as projects evolve.
- AI-enabled analytics and automation: Use Generative AI and conversation intelligence tools to analyze customer interactions at scale, identify emerging themes, and uncover actionable insights. Identify opportunities to automate recurring forecasting preparation, validation, quality assurance, and reporting tasks.
- Reporting and recommendations: Translate complex analyses into clear narratives, dashboards, and practical recommendations for senior leaders and cross-functional stakeholders. Collaborate with data analysts on datasets, dashboards, and data requirements while sharing best practices across customer service business units, including streaming support, player support, and games moderation.
Requirements
- Education: Bachelor's degree in Mathematics, Statistics, Economics, Finance, Engineering, Data Science, or another quantitative discipline, or equivalent practical experience.
- Professional experience: At least 4 years of experience in analytics, customer insights, research, forecasting, workforce management, or contact center analytics, with a demonstrated ability to turn data into actionable business recommendations.
- Technical expertise: Proficiency in SQL and spreadsheet modeling, with the ability to investigate datasets, challenge model outputs, validate assumptions, and assess data quality rather than relying solely on automated results.
- Forecasting knowledge: Working knowledge of forecasting principles, including seasonality, event-driven demand, workload estimation, and forecast accuracy, or the ability to develop this expertise quickly.
- Customer analytics: Experience analyzing customer behavior, service interactions, or contact center data to identify contact drivers, emerging trends, operational challenges, and root causes.
- Generative AI experience: Demonstrated experience applying Generative AI tools in analytical workflows, with an interest in using AI to improve research, data interpretation, and operational efficiency.
- Communication and collaboration: Strong written and verbal communication skills, including the ability to explain forecasting changes, analytical findings, and research conclusions to non-technical audiences and senior stakeholders.
- Preferred qualifications: Direct experience interpreting or managing contact center demand forecasts, including interval-based, daily, or weekly forecasts, average handling time (AHT), and workload metrics. Familiarity with modern forecasting tools, Python or R, and statistical analysis is an advantage.
- Additional preferred experience: Background combining forecasting with customer research or insights, experience with qualitative or mixed-methods research, knowledge of natural language processing (NLP) for unstructured customer data, or experience working with outsourced and multi-vendor contact center environments.
Benefits
-
Competitive compensation: Annual salary ranging from $150,000 to $230,000, depending on location, professional background, skills, and experience.
-
Flexible compensation structure: The opportunity to choose annually how compensation is allocated between salary and stock options, subject to the applicable compensation program. The role does not include an annual cash bonus.
-
Comprehensive healthcare: Access to health insurance plans and health savings and flexible spending accounts.
-
Mental health and well-being: Mental health support and programs designed to support employee well-being.
-
Retirement and financial security: 401(k) retirement plan with employer matching and a stock option program.
-
Insurance protection: Disability coverage, life insurance, and serious injury benefits.
-
Family support: Family-forming benefits and leave programs to support a range of personal and family needs.
-
Paid time off: Flexible paid time off for full-time salaried employees, along with paid leave of absence programs. Full-time hourly employees accrue 35 days annually for vacation, holidays, and sick time.
-
Remote work: A remote position based in the United States, offering the opportunity to contribute to a distributed team.
-
Inclusive workplace: A commitment to equal employment opportunities, diversity, accessibility, and reasonable accommodations throughout the recruitment process.