About the role

  • Audit the existing Zendesk tagging structure.
  • Develop and implement a new tagging system.
  • Analyze all incoming communications (Customer Support + Tech Support).
  • Investigate support tickets to find recurring errors or bugs.
  • Research the reasons behind refunds and cancellations.
  • Analyze customer communications to understand how tone and style influence CSAT, sentiment, and retention.
  • Work with KPI dashboards (e.g., Superset).

Requirements

  • 3+ years of experience as a Customer Care Analyst, Data Analyst, or similar role.
  • Strong understanding of Customer Support / Tech Support processes.
  • Proven experience with SQL and data visualization tools (Tableau, Power BI, etc.).
  • Experience with Python for analytical workflows.
  • Strong analytical and problem-solving skills, with the ability to build clear business cases and calculate ROI.
  • Collaboration & Cross-Functionality: comfortable working across teams (e.g., Marketing, Monetization, Engineering, Finance), fostering shared understanding and collective problem-solving.

Benefits

  • Health insurance package for hybrid mode (Cyprus, Poland)
  • Health corner in the Cyprus office
  • Competitive salary
  • Flexible paid time off, you get 21 days of annual leave + 10 bank holidays

Job title

Customer Care Analyst

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Tech skills

Location requirements

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