Senior Data Analyst (CX)

Tidio

5h • Remote

About The Position

Tidio is a customer service platform that integrates AI and human interaction to help businesses scale without compromising trust or the human touch. Their goal is to empower entrepreneurs by enhancing customer service efficiency while maintaining helpfulness. Working at Tidio offers the opportunity to impact thousands of companies and millions of users, fostering personal and professional growth.

A few facts about Tidio:
- Their product is a leading AI customer service solution aiming for the #1 position globally.
- Recognized among the Top 50 AI and Customer Service Products in G2’s Best Software Awards 2024.
- Holds a 4.7/5 rating on both Shopify and G2.
- Their ML team was among the first to launch an AI agent (Lyro) for customer service.
- Their widget is viewed by 350 million unique users monthly, representing 4% of the global population.
- Currently employs over 150 people.

Requirements

• Knowledge of CX and CS metrics and experience working with CX teams.
• Experience in working with CX tools like Hubspot/Totango.
• Entrepreneurship and curiosity – focus on outcomes, rather than tasks; feel responsible for projects and show passion and ambition.
• Analytical thinking and iterative problem-solving approach – ability to quickly verify concepts and reject those that have not worked.
• Good SQL knowledge.
• Basic Excel and Google Spreadsheets knowledge.
• Open-mindedness and intuitiveness.
• Excellent communication skills, ability to describe easily even complex analyses.
• Proficiency in English.

Nice To Haves

• Experience in SaaS/E-commerce.
• Knowledge in Python/R would be a plus.
• Experience with DBT would be a plus.

Responsibilities

• Support managers from the CX team (sales, customer success) in analyzing quantitative data.
• Formulate correct business questions and hypotheses and conduct analyses that help to validate them.
• Take a vital part in the project related to detecting upsell opportunities.
• Maintain and develop reporting for Tidio+ customers.
• Develop simple dashboards.
• Educate key stakeholders in the field of CX analytics.
• Take care of CX analytics tools needed to properly analyze efforts in cooperation with Data Engineers.
• Proactively analyze data to give recommendations on further development's direction and improvements.
• Take part in long-term projects aimed at improving CX processes.

Benefits

• Possibility to work 100% remotely, use one of our two permanent offices (in Warsaw or Szczecin), or book a coworking space in your city.
• 26 days off guaranteed in a year.
• Great development opportunities – company-supported courses and conferences.
• Individual work tools - MacBook Pro, Dell screen, JBL headphones. You can tailor the equipment to your needs!
• Mental well-being program – individual therapy sessions and resources for employees.
• Sport & wellness benefit or its financial equivalent.
• Free access to one of the most popular e-book/audiobook services.
• Regular social events (company-wide offsites, team events).
• Budget for 1:1 English language classes.

What This Job Offers

• Career Level: Senior
• Education Level: No Education Listed