Customer Service BI Specialist

Job Description: Customer Service BI Specialist

Company: Binance

Location: Lisbon Metropolitan Area (Remote)

Job Type: Full-time

About the Role:

We are seeking a data-driven Business Intelligence Specialist to join our Customer Service team. You will be responsible for transforming raw data into actionable insights that drive performance improvements, enhance operational efficiency, and inform strategic decision-making for our global customer support operations.

Key Responsibilities:

• Collect, analyze, and interpret user data from customer service systems to identify behavior patterns and issue trends.
• Develop and maintain real-time dashboards and reports (using Tableau, Power BI, etc.) to track key performance metrics (CSAT, resolution rate, etc.).
• Perform root cause analysis on issues affecting customer service KPIs and provide data-backed recommendations.
• Collaborate with team leaders to implement solutions and measure their impact.
• Ensure data accuracy and integrity through best practices in data management.
• Communicate findings and strategic recommendations clearly to stakeholders at all levels.
• Support cross-functional teams with in-depth analysis and forecasting.

Requirements:

• 3-5 years of experience in business intelligence, data analysis, or a similar role.
• Proficiency in SQL and data analysis tools (e.g., Python, R).
• Expertise in data visualization tools such as Tableau or Power BI.
• Strong understanding of database management, data warehousing, and statistical analysis.
• Excellent analytical, problem-solving, and communication skills.
• Ability to translate complex data into clear, actionable insights.
• Bachelor’s degree in Data Science, Statistics, Computer Science, Business Analytics, or a related field.
• Experience in crypto, financial services, or compliance is a strong plus