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Customer Success Performance Insight Analyst

Justworks · Customer Success

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Where
New York, New York
Posted
May 20

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.

Our Values

If this sounds like you, you’ll fit right in.

What you'd do

  • Design and build scalable reporting frameworks and data pipelines that enable self-service insights across CSO and cross-functional teams
  • Own data strategy and architecture for CX operations - defining metrics, data models, and governance standards that support both operational reporting and strategic analysis
  • Architect dashboards and data exports that provide visibility into customer health, agent performance, and operational efficiency across multiple systems (Rippit, knowledge platforms, support tools, etc.)
  • Build systems thinking around CX data - distinguish between process issues and structural problems, knowing when to optimize existing flows vs. redesign systems
  • Analyze large, complex datasets to identify behavioral patterns, performance drivers, and root causes that inform opportunities to improve workflows, eliminate inefficiencies, and scale operations
  • Use conversation analytics, transactional data, and customer interaction data to create reports on revenue-impacting and experience-driving topics
  • Conduct deep-dive analysis on CSO performance, customer satisfaction trends, and operational health metrics; translate findings into clear recommendations
  • Define, instrument, and track KPIs related to customer experience, agent performance, operational efficiency, and AI accuracy
  • Partner with leadership to influence strategy using data-driven storytelling and evidence-based insights
  • Design, train, and implement LLM prompts to scale QA automation, insight generation, and customer feedback synthesis