Customer Success Performance Insight Analyst

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.

• 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

As a Customer Insights Specialist how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role your foundational knowledge skills abilities and personal attributes are anchored in the following competencies:

• Consultative - takes an approach that focuses on building relationships with others understanding their problems and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility - being accountable being committed and accepting ownership for one's decisions actions and behavior.
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
• Solution-oriented - identifies the source of a question or challenge and provides the right or a better way of doing things.
• Curious - the innate desire to learn grow and understand.

In addition all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener treat people respectfully and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information understand other perspectives and consider new possibilities. You’re curious ask open questions and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed earnest and dive in to get the job done well with a positive attitude.
• Integrity - Simply put do what you say and say what you'll do. You’re honest and forthright have a strong moral compass and strive to match your words with your actions while leading by example. 
• Simplicity - Be like Einstein: “Everything should be made as simple as possible but no simpler.” 

• 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
• 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)

#LI-Hybrid #LI-KC2

The base wage range for this position based in our New York City Office is targeted at $86000.00 to $94600.00 per year.

What We Do

Justworks is a cloud-based software platform that takes the busyness out of growing a business and alleviates the unknown. We've combined a simple platform and exceptional 24/7 customer service to help entrepreneurs and businesses grow with confidence by giving them access to corporate-level benefits automated payroll HR tools and compliance support— all in one place.

Why Work With Us

We're building a world in which starting running and joining a growing business is an accessible option for all. If you want to work in an entrepreneurial environment build something meaningful and have fun while doing it join us.

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