Customer Service BI Specialist

Job Title: Customer Service BI Specialist

Location: Dublin, Ireland (Remote)

Employment Type: Full-Time

Company Overview:

Binance is the world’s leading blockchain and cryptocurrency infrastructure provider with a financial product suite that includes the largest digital asset exchange. Our mission is to increase the freedom of money globally, and we're looking for top talent to help us shape the future of finance.

Job Summary:

We are seeking a Customer Service BI Specialist to join our remote team based in Dublin. This role involves analyzing user behavior and support trends to drive performance improvements across the Customer Service function.

Key Responsibilities:

• Collect, organize, and analyze support data to identify user behavior patterns and operational trends
• Develop and maintain real-time dashboards and performance reports
• Provide actionable insights to improve KPIs such as CSAT and resolution rate
• Collaborate with team leads to implement and track changes
• Conduct root cause analyses and present insights to senior management
• Support strategic decision-making with in-depth forecasting and data analysis
• Ensure accuracy and consistency in data management and reporting
• Train team members on data tools and analysis methods

Qualifications:

• 3–5 years of experience in BI, data analytics, or similar roles
• Proficiency in SQL, Python, R, Tableau, or Power BI
• Bachelor's degree in Data Science, Statistics, or a related field
• Excellent analytical, problem-solving, and communication skills
• Experience in crypto, finance, or compliance is a plus