• 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.

• 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)

• Benefits package  Private medical care and a sports card to support your health and well-being.
• Flexible working hours  Manage your schedule and enjoy a real work-life balance.
• Flexible work model  Work fully remotely or combine it with on-site collaboration at our modern office in Warsaw.
• Flexible employment options  Choose the type of contract that best suits your needs.
• Access to Udemy Business  Grow your skills with thousands of high-quality online courses.
• Unique experience in the Fitness and SaaS industry Join a market-leading company in a dynamic, fast-growing field.
• International team  Collaborate with 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.