• Customer Service Analyst

    Insight Global (New York, NY)


    Job Description

    We are searching for a detail oriented and proactive CX Operations Analyst to be a core driver in identifying operational inefficiencies and improving our customer support processes based off data analysis. The ideal candidate will have experience using Zendesk, working with business requirements, exceptional analytical skills, and a proven ability to work cross-functionally to drive improvements. This role is crucial for diving deep into performance data, uncovering the "why" behind operational metrics, and collaborating with various teams to implement solutions that enhance the overall customer experience. They will conduct granular root cause analysis on ticket flow and KPIs to uncover customer pain points and service gaps while monitoring and interpreting performance metrics such as ticket volume, agent productivity, and customer satisfaction.

     

    We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

    Skills and Requirements

    • 2+ years of experience in operational analytics, with hands-on expertise in Zendesk - ticket workflows, Explore reporting and dashboard creation

    • Strong analytical skills using Zendesk Explore with the ability to identify root causes beyond surface-level metrics

    • Excellent communication skills to translate technical findings into clear operational results

    • Proven ability to manage multiple projects and prioritize effectively in a fast-paced environment

    • Proactive, detail-oriented mindset with a passion for process optimization and customer experience

    • Committed and excited about the work!