Data Analyst - Customer Care (Base44)

As a Data Analyst on Base44's Customer Care team, you'll transform support operations into actionable insights.

Responsibilities

• Customer Care is the first place where product friction, billing questions, and user feedback surface, and you'll own the analytical landscape to drive impactful decisions.
• Own Customer Care KPIs, including incoming volume, SLAs, chatbot performance, and expert productivity
• Connect Customer Care efforts with business KPIs, turning operations into measurable business impact and contributing to company goals
• Analyze user feedback by leveraging AI tools to classify and summarize ticket text, themes, and frustration signals at scale
• Build and maintain analytical tools for Customer Care, such as dashboards, alerts, and data agents
• Collaborate with Care leadership, experts, Product, and Billing teams to guide decision-making and suggest strategic directions

Requirements

• 3-5 years of experience as a data analyst, preferably in a SaaS or B2C company
• Advanced SQL skills and experience with large operational datasets

Expertise in BI tools like

• Tableau or Power BI, with an understanding of fundamentals required to integrate AI into BI tools
• Fluent in AI, with experience using and creating AI tools as part of day-to-day workflows
• Proactive mindset, capable of independently identifying impactful opportunities and owning the domain from ideation to execution

Preferred

• Experience in customer support, CX, operations, or a consumer product environment, with a focus on operational metrics like volume, SLAs, and quality