Customer Operations Data & Insights Specialist (m/f/d)
Design, build, and maintain dashboards and reports that are clear, actionable, and tailored to different roles.
Maintain ticketing taxonomies, data structures, and system configurations to ensure data quality and governance.
Translate operational questions into measurable hypotheses and actionable insights.
Extract knowledge from stakeholders and convert it into SOPs, workflows, and data-driven recommendations.
Continuously monitor operational metrics and support decision-making with structured, reliable data.
2–4 years in SaaS or tech, hands-on in Customer Support or Customer Operations
Experience with ticketing systems (Zendesk preferred) and knowledge bases (Confluence)
Strong analytical thinking and systems mindset to detect inconsistencies and simplify complex workflows
Practical dashboard building experience and solid understanding of key Customer Operations metrics (volume, SLA, backlog, CSAT)
Clear documentation and communication skills, able to work with technical and non-technical stakeholders
Comfortable questioning unclear definitions, taking ownership of metrics, and tolerating iterative improvement processes
Fluent English (C1–C2) is required
Nice to have:
Zendesk Explore or admin experience
Basic SQL knowledge
API handling
BI tools: Power BI, Tableau, Looker
Automation or AI-related metrics experience
Data validation and consistency checks
German language (B1–C2)