Senior Data Analyst (CX)

Location: Poland, remote
Salary: 20.000 - 24.000 net PLN B2B or 16.600 - 19.900 PLN gross UoP
Contract type: temporary (18-month, potential for permanent position)

Tidio is the customer service platform that aligns AI and people, so businesses can scale without losing trust or the human touch. Our goal is to help entrepreneurs grow by making customer service more efficient while keeping it helpful. Working at Tidio means impacting thousands of companies and millions of their users. But our clients are not the only ones who can grow with us. By joining Tidio, you can grow, too!

A few facts about us:

• Our product is one of the world's leading AI customer service solutions, and our goal is to become no. 1

• We are among the Top 50 AI and Customer Service Products in G2’s Best Software Awards 2024.

• We currently rate at 4.7/5 in both Shopify and G2.

• Our ML team was among the first in the world to launch an AI agent - (Lyro) for customer service! 🌍

• Every month, our widget is viewed by 350 million unique users, which is 4% of the global population.

• Currently, we hire over 150 fantastic people.

About the role:

By joining the Data Team as a Senior Data Analyst, you will become a crucial member of our 11-person team. You will work closely with our talented Data Analysts, Engineers and CX specialists to ideate, build, and refine data solutions for both reporting but what’s more important - recommendation engines which enable our CX department to focus on the most important customers and help them to maintain our relationships with them at the highest possible level.

As a Senior Data Analyst (CX) you will:

• Support managers from the CX team (sales, customer success) in analyzing quantitative data; formulating correct business questions and hypotheses and conducting analyses that help to validate them

• Take a vital part in the project related to detecting upsell opportunities

• Maintain and develop reporting for our Tidio+ customers

• Develop simple dashboards

• Educate key stakeholders in the field of CX analytics

• Take care of CX analytics tools needed to properly analyze our efforts in cooperation with our Data Engineers

• Proactively analyze data to give recommendations on further development’s direction and improvements

• Take part in long-term projects aimed at improving CX processes

You are the perfect fit, if you have:

• Knowledge of CX and CS metrics and experience working with CX teams

• Experience in working with CX tools like Hubspot/Totango

• Entrepreneurship and curiosity – you focus on outcomes, rather than tasks; you feel responsible for the projects and show passion and ambition for the things you're engaged in

• Analytical thinking and iterative problem-solving approach – you can quickly verify concepts and reject those that have not worked;

• Good SQL knowledge

• Basic Excel and Google Spreadsheets knowledge

• Open-mindedness and intuitiveness

• Excellent communication skills, ability to describe easily even complex analyses

• Proficiency in English

Bonus cookie points will be given for: 

• Experience in SaaS/E-commerce

• Knowledge in Python/R would be a plus

• Experience with DBT would be a plus

We would like to offer you:

• Possibility to work 100% remotely, use one of our two permanent offices (in Warsaw or Szczecin), or book a coworking space in your city

• 26 days off guaranteed in a year

• Great development opportunities – company-supported courses and conferences

• Individual work tools - MacBook Pro, Dell screen, JBL headphones.You can tailor the equipment to your needs!

• Mental well-being program – individual therapy sessions and resources for employees

• Sport & wellness benefit or its financial equivalent

• Free access to one of the most popular e-book/audiobook services

• Regular social events (company-wide offsites, team events)

• Budget for 1:1 English language classes
  

Diversity Statement

One of Tidio’s core values is to play fair. Therefore, we treat all candidates equally. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. This means recruitment and selection of talent to Tidio is only based on individual merit and qualifications directly related to professional competence.