Customer Experience Specialist managing customer relations and order processes in Riga. Delivering solutions for customer inquiries and collaborating across departments to enhance satisfaction.
About the role
- Customer Care Analyst at StellarTech enhancing analytics and reducing workload in Customer Care through data-driven insights and automation. Investigating product issues and improving customer sentiment.
Responsibilities
- 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
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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