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

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