Remote Customer Insights Analyst

Placements24; Centurion; Hybrid; ZAR 350,000 - 600,000; Full time

Benefits offered by this job

Health benefits

Home office stipend

Generous PTO

Job summary

Placements24 is seeking a motivated Remote Customer Support Analyst to join our fully remote team. You will analyze customer interactions, identify trends, and provide insights that improve service delivery and product offerings across a diverse user base.

The role requires strong data analytics, proficiency with Excel, SQL, Tableau or Power BI, and excellent written communication. You will work independently in a remote-first culture and drive customer advocacy initiatives.

Qualifications

• Proven experience as a Customer Support Analyst, Data Analyst, or in a similar analytical role within a customer service environment.
• Strong analytical skills with the ability to interpret complex data sets and draw meaningful conclusions.
• Proficiency in data analysis tools and software (e.g., Excel, SQL, Tableau, Power BI).
• Excellent written and verbal communication skills, with the ability to present findings clearly and concisely.
• Experience with CRM systems and customer support ticketing platforms.
• Ability to work independently, manage time effectively, and meet deadlines in a remote work environment.
• Strong understanding of customer service principles and KPIs.
• Bachelor's degree in a related field (e.g., Business, Statistics, Computer Science) or equivalent practical experience.

Responsibilities

• Analyze customer support tickets, chat logs, and call recordings to identify recurring issues and trends.
• Develop reports and dashboards to visualize key customer support metrics, such as resolution times, CSAT, and FCR.
• Provide actionable insights to improve processes and agent performance.
• Collaborate with product and engineering teams to communicate customer feedback and advocate for improvements.
• Assist in the creation and refinement of support documentation and knowledge base articles.
• Monitor and evaluate the effectiveness of customer support strategies and initiatives.
• Conduct root cause analysis for complex issues and propose solutions.
• Contribute to development of new customer support tools and technologies.
• Ensure compliance with data privacy regulations and company policies.

Skills

Customer analytics

Data analysis

SQL

Tableau

Power BI

CRM systems

Communication skills

Education

Bachelor's degree

Tools

Excel

SQL

Tableau

Power BI

Job description

Placements24 is seeking a motivated Remote Customer Support Analyst to join our fully remote team. You will analyze customer interactions, identify trends, and provide insights that improve service delivery and product offerings across a diverse user base.

The role requires strong data analytics, proficiency with Excel, SQL, Tableau or Power BI, and excellent written communication. You will work independently in a remote-first culture and drive customer advocacy initiatives.