Customer Success Performance Insight Analyst

Justworks•New York, NY

3d•$86,000 - $94,600•Hybrid

About The Position

At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people. We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you. We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team. You are a data-driven operator who blends customer experience expertise with strong analytical and technical skills. You thrive at the intersection of CX, data, and operations, and are energized by turning complex datasets and customer interactions into clear, actionable insights that drive business outcomes. You bring a mix of quality assurance, performance analytics, and systems thinking, with the ability to evaluate both human and AI-driven customer experiences. You are comfortable working with large datasets, building dashboards, and identifying patterns and root causes across customer journeys. You don’t just report on data—you translate it into recommendations that influence strategy, improve performance, and enhance the customer experience. You are highly detail-oriented and structured, with a strong sense of ownership over the systems and processes you manage. At the same time, you are a collaborative partner who can work cross-functionally with stakeholders across Customer Success, Support, Product, Engineering, and Operations to ensure insights are understood and acted upon. You are also forward-thinking and curious about emerging technologies, especially AI and LLMs, and how they can be applied to scale quality, automate insights, and improve self-service experiences. You are comfortable experimenting, iterating, and continuously improving how insights are generated and operationalized.

Requirements

3–5+ years of experience in customer experience, quality assurance, CX operations, or customer analytics, with a strong focus on data-driven decision making
Experience analyzing large datasets and translating findings into actionable insights that drive business decisions
Hands-on experience with BI tools (e.g., Tableau, Looker, or similar) and comfort working with structured and unstructured data
Demonstrated experience designing, training, or managing LLMs or similar AI models to evaluate unstructured data (e.g., customer interactions, transcripts, knowledge articles), ideally within a CX, QA, or support operations context.
Proficiency with QA platforms (Rippit/MaestroQA preferred)
Strong troubleshooting and process optimization skills
Data fluency: dashboards, reporting, and analysis
Strong communication and organizational skills
Ability to manage recurring operational workflows independently
High attention to detail and systems thinking

Nice To Haves

Familiarity with knowledge tools and chatbot systems (preferred)
Experience in training or enablement (preferred)
Experience with Confluence (Atlassian) or other internal knowledge base platforms
Experience with business software applications such as Zendesk, Talkdesk, Gong, and Jira
Tableau (or equivalent visual analytics platform/business intelligence (BI) tooling)
Google Workspace (Sheets, Docs, Slides, etc)

Responsibilities

Own day-to-day operational maintenance of Rippit including dashboards, metrics, agent groups, and data exports
Act as primary liaison with Rippit support to troubleshoot platform issues and maintain system reliability
Design, train, and implement LLM prompts to scale QA automation and insight generation
Evaluate AI-generated chatbot outputs (Agatha) for accuracy, clarity, and usefulness
Manage NPS outreach and conduct situational deep dives including direct customer follow-up
Analyze large datasets to identify behavioral patterns, root causes, and performance drivers that inform opportunities to improve workflows, eliminate inefficiencies, and scale operations
Use conversation analytics to create reports on revenue-impacting and experience-driving topics
Translate data insights and create feedback loops within the CSO to provide actionable recommendations that improve customer satisfaction, operational efficiency and AI accuracy
Partner closely with Research and Voice of Customer (VoC) teams to synthesize insights, translate findings into CSO-specific performance drivers, and identify opportunities to improve customer experience and operational outcomes
Collaborate cross-functionally with Support, Enablement, RevOps, and Engineering to align tooling and insights
Deliver recurring reporting and insights to CSO leadership in digestible formats (e.g., newsletters, dashboards)
Define and track KPIs related to customer experience, agent performance, and effectiveness
Partner with leadership to influence strategy using data-driven storytelling and insights
Ensure data integrity and governance across CX systems and reporting layers
Build scalable reporting frameworks that enable self-service insights across teams
Identify opportunities for automation in QA, reporting, and customer feedback analysis
Benchmark performance against industry standards and recommend continuous improvements