Customer Service BI Specialist

Role Overview

• Position: Customer Service BI Specialist
• Location: Remote (Lisbon Metropolitan Area)
• Type: Full-time

Key Responsibilities

• Analyze customer service data to identify behavior patterns and issue trends
• Build and maintain dashboards and real-time reporting tools
• Provide actionable insights to improve team performance and operational efficiency
• Conduct root cause analysis on KPIs (e.g., CSAT, resolution rate)
• Present findings to senior management and cross-functional teams
• Ensure data accuracy and support forecasting efforts
• Train team members on BI tools and techniques

Requirements

• 3–5 years in BI, data analysis, or a related role
• Strong skills in SQL, Python, R, or similar tools
• Experience with Tableau, Power BI, or other visualization tools
• Solid knowledge of databases, data warehousing, and statistical modeling
• Degree in Data Science, Statistics, CS, Business Analytics, or related field
• Strong communication and problem-solving abilities
• Experience in crypto, financial services, or compliance is a plus

Why Consider This Role

• Work at the world’s leading crypto exchange
• Drive data-based decision-making for customer operations
• Remote flexibility with global impact
• Competitive salary and growth opportunities