Customer Operations Data & Insights Specialist (m/f/d)

Your position in our team

Drive operational analytics by identifying trends, root causes, and measuring the impact of key initiatives (e.g., AI rollouts, workflow changes), including the development of forecasting and predictive models based on real data and project plans

Design, build, and maintain dashboards and reports that are clear, actionable, and tailored to different roles

Maintain ticketing taxonomies, data structures, and system configurations to ensure data quality and governance

Translate operational questions into measurable hypotheses and actionable insights

Extract knowledge from stakeholders and convert it into SOPs, workflows, and data-driven recommendations

Continuously monitor operational metrics and support decision-making with structured, reliable data

Your profile

• 2–4 years in SaaS or tech, hands-on in Customer Support or Customer Operations
• Experience with ticketing systems (Zendesk preferred) and knowledge bases (Confluence)
• Strong analytical thinking and systems mindset to detect inconsistencies and simplify complex workflows
• Practical dashboard building experience and solid understanding of key Customer Operations metrics (volume, SLA, backlog, CSAT)
• Clear documentation and communication skills, able to work with technical and non-technical stakeholders
• Comfortable questioning unclear definitions, taking ownership of metrics, and tolerating iterative improvement processes
• Fluent English (C1–C2) is required

Nice to have

• Zendesk Explore or admin experience
• Basic SQL knowledge
• API handling
• BI tools: Power BI, Tableau, Looker
• Automation or AI-related metrics experience
• Data validation and consistency checks
• German language (B1–C2)

Your benefits with us

• Benefits package – private medical care and a sports card to support your health and well-being
• Access to Udemy Business – boost your skills with thousands of high-quality online courses
• Flexible work model – work fully remotely or combine it with on-site collaboration at our modern office in Warsaw
• Employment options tailored to you – pick the contract type that best fits your needs
• Flexible Working Hours – adjust your schedule to fit your lifestyle
• Unique experience in the Fitness and SaaS industry – join a market-leading company in a dynamic, fast-growing industry
• International team – work alongside talented colleagues from around the world in a diverse and inclusive environment
• Unforgettable company events – take part in engaging team-building activities and memorable celebrations