Customer Success Performance Insight Analyst

Who We Are 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. Who You Are 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. Your Success Profile What You Will Work On 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 How You Will Do Your Work 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.” Qualifications 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) Additional Experience 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 $86,000.00 to $94,600.00 per year. Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location. For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks . Diversity At Justworks Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers. We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at [email protected] . Your comfort and success matter to us, and we're here to ensure an inclusive experience. Our DEIB Report

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