Customer Service Analytics Analyst

MAJORITY; Bogotá; On-site; COP 60,000,000 - 85,000,000; Full time

Benefits offered by this job

Comprehensive healthcare coverage

Direct impact on global CS org

Job summary

MAJORITY in Bogotá, Colombia is seeking a Customer Service Analytics Analyst to turn data into actionable insights for the Customer Service organization. You will own analytics, build dashboards, monitor KPIs, and partner with CS leadership to drive decisions.

We value autonomy, curiosity, and strong English and Spanish communication, plus advanced Excel/Sheets and experience with BI tools like Looker or Intercom. This is an on-site role.

Qualifications

• Strong experience in data analytics, business analytics, operations analytics, or a similar role.
• Strong analytical skills and experience with KPIs, metrics, dashboards, and performance reporting.
• Advanced Google Sheets or Excel skills and experience with BI tools.
• High level of autonomy, ownership, curiosity, and ability to communicate insights clearly.
• Fluency in Spanish and English and a bachelor's degree from a top-tier university, ideally in Analytics, Engineering, Economics, Business, Science, or a related field.

Responsibilities

• Own and develop analytics for our Customer Service organization.
• Build dashboards and reporting for key CS metrics and KPIs.
• Monitor performance, identify trends, risks, and opportunities, and conduct root cause analyses.
• Partner with CS leadership to turn data into clear recommendations and business decisions.
• Explore AI, automation, and new analytical tools to improve operational visibility and efficiency.

Skills

Data analytics

KPIs & metrics

Dashboards reporting

Communication of insights

Excel/Sheets

Education

Bachelor's degree in Analytics or related field

Tools

Looker

Intercom

BI tools

Job description

Bogotá, Colombia | On-siteAt MAJORITY, we are looking for a highly analytical, curious, and proactive

Bogotá, Colombia | On-siteAt MAJORITY, we are looking for a highly analytical, curious, and proactive Customer Service Analytics Analyst to help us understand performance, identify opportunities, and make better decisions across our Customer Service operation. This is a high-ownership individual contributor role for someone who enjoys working with data, challenging assumptions, and turning complex information into clear and actionable insights. What you'll do

• Own and develop analytics for our Customer Service organization.
• Build dashboards and reporting for key CS metrics and KPIs.
• Monitor performance, identify trends, risks, and opportunities, and conduct root cause analyses.
• Partner with CS leadership to turn data into clear recommendations and business decisions.
• Explore AI, automation, and new analytical tools to improve operational visibility and efficiency.

What we're looking for

• Strong experience in data analytics, business analytics, operations analytics, or a similar role.
• Strong analytical skills and experience working with KPIs, metrics, dashboards, and performance reporting.
• Advanced Google Sheets or Excel skills and experience with BI tools.
• High level of autonomy, ownership, curiosity, and ability to communicate insights clearly.
• Fluency in Spanish and English and a bachelor's degree from a top-tier university, ideally in Analytics, Engineering, Economics, Business, Science, or a related field.

Nice to have

• Experience in fintech, technology, or high-growth companies.
• Experience working with Customer Service or Customer Operations data.
• Experience with Looker, Intercom, or similar tools.

What we offer

• Direct impact on the development of a global Customer Service organization.
• High exposure to leadership, Product, Operations, Data, and Technology.
• Competitive salary, indefinite-term contract, statutory benefits, and comprehensive healthcare coverage including prepaid medicine.

We are MAJORITY. We are international, ambitious, kind, and inclusive. We believe in equal opportunity and value diversity.