Customer Service Analytics Analyst

Majority; Colombia; Presencial; COP 60.000.000 - 90.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Indefinite-term contract

Statutory benefits

Healthcare coverage including prepaid医

Descripción de la vacante

MAJORITY is seeking a highly analytical Customer Service Analytics Analyst to help us understand performance, identify opportunities, and drive better decisions across our Customer Service operation.

This high-ownership IC role focuses on building dashboards, monitoring KPIs, and turning data into actionable insights, with opportunities to explore AI and automation.

Formación

• 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 in Analytics, Engineering, Economics, Business, Science, or related field.

Responsabilidades

• 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.

Conocimientos

Data analytics

KPI reporting

Dashboards

BI tools

Autonomy

Communication

Educación

Bachelor's degree (top-tier university)

Herramientas

Looker

Intercom

Excel/Sheets

Descripción del empleo

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.