Customer Service Analytics Analyst

MAJORITY; Bogotá ciudad; Presencial; COP 42.000.000 - 65.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare coverage

Direct impact on global CS

Descripción de la vacante

MAJORITY is seeking a Customer Service Analytics Analyst to own analytics for the Customer Service organization. You will build dashboards for CS KPIs, monitor performance, and collaborate with leadership to translate data into actionable business decisions.

The role emphasizes autonomy, proactive analysis, and exploring AI/automation to improve efficiency and visibility across global customer operations. Fluency in Spanish and English is expected.

Formación

• Bachelor’s degree in analytics, engineering, economics, business, science, or related field.
• Strong analytics skills with experience in KPI tracking and reporting.
• Experience with dashboards and reporting tools (Looker, BI tools).

Responsabilidades

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

Conocimientos

Data analytics

KPIs & dashboards

Excel/Sheets

Autonomy & ownership

Communication of insights

Bilingual (ES/EN)

Educación

Bachelor’s degree in Analytics, Engineering, Economics, Business, Science, or related field

Herramientas

Looker

Intercom

Google Sheets

Excel

Descripción del empleo

Bogotá, Colombia | On-site

At 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.