Data Analyst - Customer Care (Base44)
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Key details
Why this role is notable
Base44, an AI app-builder, is treating its support queue as a product-intelligence feed and expects analysts to use AI to classify and summarize customer frustration at scale, which suggests the company sees customer care as a source of product strategy rather than a cost center.
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
- 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
