Customer Success Performance Insight Analyst

Justworks; New York (NY); On-site; USD 86,000 - 94,600; Full time

Job summary

Justworks in New York City is seeking a data-driven operator with expertise in customer experience and analytics. The ideal candidate will blend analytical skills with operational maintenance of their Rippit platform.

You will evaluate AI-generated outputs, manage metrics, and analyze data to improve workflows and drive business outcomes. Experience with BI tools and strong communication skills are essential.

This position offers a competitive salary range between $86,000 and $94,600 annually.

Qualifications

• 3-5+ years of experience in customer experience or customer analytics.
• Experience analyzing large datasets to inform business decisions.
• Hands-on experience with BI tools and data analysis.

Responsibilities

• Manage operational maintenance of Rippit dashboards and metrics.
• Troubleshoot platform issues and maintain system reliability.
• Analyze large datasets to identify performance drivers.

Skills

Data-driven decision making

Experience with BI tools

Strong communication skills

Analytical skills

Process optimization

Tools

Tableau

Rippit

Google Workspace

Job description

Who You Are

You are a data-driven operator who blends customer experience expertise with strong analytical and technical skills. You thrive at the intersection of CX, data, and operations, and are energized by turning complex datasets and customer interactions into clear, actionable insights that drive business outcomes.

You bring a mix of quality assurance, performance analytics, and systems thinking, with the ability to evaluate both human and AI-driven customer experiences. You are comfortable working with large datasets, building dashboards, and identifying patterns and root causes across customer journeys. You don’t just report on data—you translate it into recommendations that influence strategy, improve performance, and enhance the customer experience.

You are highly detail-oriented and structured, with a strong sense of ownership over the systems and processes you manage. At the same time, you are a collaborative partner who can work cross-functionally with stakeholders across Customer Success, Support, Product, Engineering, and Operations to ensure insights are understood and acted upon.

You are also forward-thinking and curious about emerging technologies, especially AI and LLMs, and how they can be applied to scale quality, automate insights, and improve self-service experiences. You are comfortable experimenting, iterating, and continuously improving how insights are generated and operationalized.

Competencies

• Consultative - builds relationships, understands problems, and develops solutions through active listening.
• Taking responsibility - accountable, committed, and accepting ownership for decisions, actions, and behavior.
• Adaptability - adjusts approach or actions in response to changes.
• Solution-oriented - identifies issue sources and provides effective solutions.
• Curious - innate desire to learn, grow, and understand.

What You Will Work On

• Own day-to-day operational maintenance of Rippit including dashboards, metrics, agent groups, and data exports
• Act as primary liaison with Rippit support to troubleshoot platform issues and maintain system reliability
• Design, train, and implement LLM prompts to scale QA automation and insight generation
• Evaluate AI-generated chatbot outputs (Agatha) for accuracy, clarity, and usefulness
• Manage NPS outreach and conduct situational deep dives including direct customer follow-up
• Analyze large datasets to identify behavioral patterns, root causes, and performance drivers that inform opportunities to improve workflows, eliminate inefficiencies, and scale operations
• Use conversation analytics to create reports on revenue-impacting and experience-driving topics
• Translate data insights and create feedback loops within the CSO to provide actionable recommendations that improve customer satisfaction, operational efficiency and AI accuracy
• Partner closely with Research and Voice of Customer (VoC) teams to synthesize insights, translate findings into CSO-specific performance drivers, and identify opportunities to improve customer experience and operational outcomes
• Collaborate cross-functionally with Support, Enablement, RevOps, and Engineering to align tooling and insights
• Deliver recurring reporting and insights to CSO leadership in digestible formats (e.g., newsletters, dashboards)
• Define and track KPIs related to customer experience, agent performance, and effectiveness
• Partner with leadership to influence strategy using data-driven storytelling and insights
• Ensure data integrity and governance across CX systems and reporting layers
• Build scalable reporting frameworks that enable self-service insights across teams
• Identify opportunities for automation in QA, reporting, and customer feedback analysis
• Benchmark performance against industry standards and recommend continuous improvements

Qualifications

• 3–5+ years of experience in customer experience, quality assurance, CX operations, or customer analytics, with a strong focus on data-driven decision making
• Experience analyzing large datasets and translating findings into actionable insights that drive business decisions
• Hands-on experience with BI tools (e.g., Tableau, Looker, or similar) and comfort working with structured and unstructured data
• Demonstrated experience designing, training, or managing LLMs or similar AI models to evaluate unstructured data (e.g., customer interactions, transcripts, knowledge articles), ideally within a CX, QA, or support operations context.
• Proficiency with QA platforms (Rippit/MaestroQA preferred)
• Strong troubleshooting and process optimization skills
• Data fluency: dashboards, reporting, and analysis
• Strong communication and organizational skillsli>
• 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)

Additional Experience

• Experience with Confluence (Atlassian) or other internal knowledge base platforms
• Experience with business software applications such as Zendesk, Talkdesk, Gong, and Jira
• Tableau (or equivalent visual analytics platform/business intelligence (BI) tooling)
• Google Workspace (Sheets, Docs, Slides, etc)

The base wage range for this position based in our New York City Office is targeted at $86,000.00 to $94,600.00 per year.

Diversity At Justworks

Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.

We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at [e-mail]. Your comfort and success matter to us, and we're here to ensure an inclusive experience.