Customer Success Performance Insight Analyst

Who We Are At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people. We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you. We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team. Our Values If this sounds like you, you’ll fit right in. Who You Are You are a data-driven operator who thinks like a builder and brings rigorous systems thinking to Customer Experience (CX) analytics. You see fragmented CX processes as opportunities to build scalable, durable data infrastructure. You thrive at the intersection of CX, data analysis, and operations - turning complex datasets, customer interactions, and performance signals into clear, actionable insights that drive business outcomes. You bring a combination of analytical rigor, systems architecture, and customer operations expertise. You're comfortable working with large datasets across multiple platforms, writing advanced, performant SQL every day to query and model that data, designing performant dashboards and reporting frameworks, and identifying patterns and root causes across customer journeys. You don't just report on data - you build systems that enable teams to access and act on insights independently. You approach every operational problem with a bias toward automation and systems that scale. You have genuine depth in modern analytics platforms and understand how data flows through customer-facing and internal systems. You're forward-thinking about AI and automation, but apply critical judgment about what requires human expertise and what can be intelligently automated. You bring structure and follow-through to data governance, process design, and knowledge systems so that insights compound over time. You are highly detail-oriented and structured, with a strong sense of ownership over the systems and analytics foundations you build. At the same time, you are a collaborative partner who can work cross-functionally with stakeholders across Customer Success, Support, Product, Engineering, and Data & Analytics to translate business questions into data strategy, ensure data quality, and operationalize insights at scale. Your Success Profile What You Will Work On Data Architecture & Systems • Design and build scalable reporting frameworks and data pipelines that enable self-service insights across CSO and cross-functional teams • Own data strategy and architecture for CX operations - defining metrics, data models, and governance standards that support both operational reporting and strategic analysis • Architect dashboards and data exports that provide visibility into customer health, agent performance, and operational efficiency across multiple systems (Rippit, knowledge platforms, support tools, etc.) • Build systems thinking around CX data - distinguish between process issues and structural problems, knowing when to optimize existing flows vs. redesign systems Analytics & Insights • Analyze large, complex datasets to identify behavioral patterns, performance drivers, and root causes that inform opportunities to improve workflows, eliminate inefficiencies, and scale operations • Use conversation analytics, transactional data, and customer interaction data to create reports on revenue-impacting and experience-driving topics • Conduct deep-dive analysis on CSO performance, customer satisfaction trends, and operational health metrics; translate findings into clear recommendations • Define, instrument, and track KPIs related to customer experience, agent performance, operational efficiency, and AI accuracy • Partner with leadership to influence strategy using data-driven storytelling and evidence-based insights AI & Automation • Design, train, and implement LLM prompts to scale QA automation, insight generation, and customer feedback synthesis • Evaluate AI-generated outputs (chatbots, automated QA, etc.) for accuracy, clarity, and business impact; build feedback loops to continuously improve AI systems • Identify opportunities for automation in QA processes, reporting, and customer feedback analysis; design workflows that leverage AI to free CSO teams for higher-leverage work • Continuously ask: what work here requires human judgment, and what can be intelligently automated? Then build systems to make the right call Operational Excellence • Own day-to-day operational maintenance and optimization of analytics platforms (Rippit, dashboards, metrics, reporting pipelines, data exports) • Act as primary liaison with analytics platform providers to troubleshoot issues, identify opportunities for optimization, and maintain system reliability • Ensure data integrity and governance across CX systems and reporting layers; establish standards for data quality, documentation, and access • Build and maintain knowledge systems (dashboards, runbooks, documentation) structured for both human and AI consumption • Manage NPS outreach (including direct customer follow-up) and conduct targeted deep dives to be presented to Leadership; synthesize findings into operational insights Cross-Functional Partnerships • Collaborate closely with Research and Voice of Customer (VoC) teams to synthesize insights, translate findings into CSO-specific performance drivers, and identify Customer Experience improvement opportunities • Partner with Support, Enablement, RevOps, Engineering, and Data & Analytics teams to align analytics tooling, data def