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Wix

Data Analyst - Customer Care (Base44)

Wix Tel Aviv, Tel-Aviv District, Israel

Software Development · 1,001-5,000 employees

6 h ago
data-analyst Mid (2-5 yrs) Full-time Israel
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About the role

You will own the analytical landscape for Customer Care by managing KPIs, building dashboards, and connecting support operations to business impact. Additionally, you will leverage AI tools to analyze user feedback and collaborate with cross-functional teams to drive strategic decision-making.

What they look for

Data Analysis SQL Tableau Power BI AI Tools Customer Support Operations KPI Management SLA Monitoring Business Intelligence Data Visualization Operational Metrics Product Analytics Dashboard Development Strategic Planning Cross-functional Collaboration

Requirements

The role requires 3-5 years of experience as a data analyst, preferably in a SaaS or B2C environment. Candidates must possess advanced SQL skills, expertise in BI tools like Tableau or Power BI, and a proactive mindset with experience in AI-driven workflows.

Full description

Job Description

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

In your day-to-day, you will:  

  • 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

Qualifications

  •  
  • 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 

Advantage:  

  • Experience in customer support, CX, operations, or a consumer product environment, with a focus on operational metrics like volume, SLAs, and quality
  •  
  • City: Tel Aviv
  • Department/Company: Base44

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