• 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)

• 30 Days Annual Leave Enjoy extra paid time off to rest, recharge, and balance your work and personal life.

• Move Republic Program Earn points for being active and exchange them for vouchers.

• Personal Trainer Support Get expert advice on nutrition, training plans, and wellness through consultations and group classes with our professional coach team.

• On-site Gym in Hamburg Stay active with access to our fully equipped company gym, available exclusively for our employees.

• Access to Udemy Boost your skills with thousands of high-quality online courses.

• Deutschland Ticket Subsidy Commute affordably – we cover part of your ticket cost.

• Flexible Working Hours  Adjust your schedule to fit your lifestyle.

• Employee Discounts  Access top deals in Germany and Austria via our benefits portal.