CX Business Analyst

About Remote

Remote is solving global remote organizations’ biggest challenge: employing anyone anywhere compliantly. We make it possible for businesses big and small to employ a global team by handling global payroll, benefits, taxes, and compliance. Check out remote.com/how-it-works to learn more or if you’re interested in adding to the mission, scroll down to apply now.

Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.

At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about Remote's AI guidelines check see here. 

All of our positions are fully remote. You do not have to relocate to join us!

What this job can offer you

• This is an exciting time to join Remote and make a personal difference in the global employment space as a CX Business Analyst, joining our Customer Experience (CX) Operations team.
• This role is pivotal in transforming our vast Zendesk data into actionable insights to drive better decisions, enhance customer experience, and optimize operational efficiency.
• You'll focus on analysing and reporting on customer support trends to identify actionable insights and opportunities for improvement.
• You'll create and optimise reports, collaborate with cross-functional teams to address key challenges, and directly contribute to delivering world-class support to our customers globally.

What you bring

• Proven experience in data analytics, statistics, or a related field; ideally in a customer experience, operations, or fast-paced environment.
• Strong collaboration skills and the ability to build relationships across diverse teams.
• Excellent communication skills, with the ability to present insights to both technical and non-technical stakeholders.
• Proficiency in SQL and working with relational databases (e.g. snowflake).
• Experience with BI tools like Zendesk Explore, Sigma, Looker, or Tableau.
• Familiarity with Zendesk reporting and data structure optimization is a strong plus.
• Experience working collaboratively with Data Engineers, Product, and Engineering teams to enhance data foundations and develop new insights.
• Ability to identify missing data points or gaps in analytics and collaborate with relevant teams to integrate solutions that drive impact.
• Experience with data modelling or basic knowledge of tools like dbt and Git is a bonus.
• Self-starter with a proactive attitude and ability to thrive in an unstructured, fast-paced environment.
• Kind, empathetic, and patient personality.
• Previous remote work experience is not required but is a plus.

Key Responsibilities

• Data Analysis: Analyse ticket trends, root causes of spikes, and other support metrics using support data. Generate actionable insights to improve CX operations.
• Build Robust Reporting: Create dynamic and actionable reports to address immediate business questions using tools like Zendesk Explore, or Sigma.
• Operational Insights: Partner with Workforce Management (WFM) and other teams to identify areas for operational improvement through data analysis.
• Data Refinement: Collaborate with stakeholders to optimise taxonomy, improve data collection and data quality, and enhance the usability of existing reports.
• Self-Service Behaviour Analysis: Analyse user behaviour prior to initiating support interactions to identify opportunities to improve the self-serve rate and reduce the need for direct support.
• Cross-Functional Collaboration: Work closely with the Central Data team to align on initiatives that leverage broader datasets and advanced analytics for long-term impact.
• Enhance Data Foundations: Collaborate with Data Engineers, Product, and Engineering teams to further enhance data foundations and un