Customer Success Performance Insight Analyst
$86,000–$94,600 year
Hybrid · New York City, New York, United States
Job Summary
Customer Success Performance Insight Analyst at Justworks responsible for owning day-to-day operational maintenance of Rippit dashboards and data exports, designing and evaluating AI/LLM-driven QA and insight generation, analyzing large datasets to identify patterns and drivers, creating reports on revenue-impacting and experience-driving topics, and collaborating with CX, Support, Product, Engineering, and RevOps to translate insights into actionable improvements. Role emphasizes building scalable self-service reporting, defining KPIs related to customer experience and agent performance, and using data-driven storytelling to influence CSO strategy, with a hybrid in NYC workplace and a base salary range of $86,000–$94,600 per year.
Required Qualifications
- 3–5+ years of experience in customer experience, quality assurance, CX operations, or customer analytics
- Experience analyzing large datasets and translating findings into actionable insights
- Hands-on experience with BI tools (e.g., Tableau, Looker, or similar)
- Demonstrated experience designing, training, or managing LLMs or similar AI models to evaluate unstructured data
- 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)
- Experience with Confluence, Zendesk, Talkdesk, Gong, Jira
- Tableau (or equivalent BI tooling)
- Google Workspace tools
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.