Customer Success Performance Insight Analyst

About the role

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.

Responsibilities

• Own day-to-day operational maintenance of Rippit including dashboards, metrics, agent groups, and data exports
• Act as primary liaison with Rippit support to troubleshoot platform issues and maintain system reliability
• Design, train, and implement LLM prompts to scale QA automation and insight generation
• Evaluate AI-generated chatbot outputs (Agatha) for accuracy, clarity, and usefulness
• Manage NPS outreach and conduct situational deep dives including direct customer follow-up
• Analyze large datasets to identify behavioral patterns, root causes, and performance drivers that inform opportunities to improve workflows, eliminate inefficiencies, and scale operations
• Use conversation analytics to create reports on revenue-impacting and experience-driving topics
• Translate data insights and create feedback loops within the CSO to provide actionable recommendations that improve customer satisfaction, operational efficiency and AI accuracy
• Partner closely with Research and Voice of Customer (VoC) teams to synthesize insights, translate findings into CSO-specific performance drivers, and identify opportunities to improve customer experience and operational outcomes
• Collaborate cross-functionally with Support, Enablement, RevOps, and Engineering to align tooling and insights
• Deliver recurring reporting and insights to CSO leadership in digestible formats (e.g., newsletters, dashboards)
• Define and track KPIs related to customer experience, agent performance, and effectiveness
• Partner with leadership to influence strategy using data-driven storytelling and insights
• Ensure data integrity and governance across CX systems and reporting layers
• Build scalable reporting frameworks that enable self-service insights across teams
• Identify opportunities for automation in QA, reporting, and customer feedback analysis
• Benchmark performance against industry standards and recommend continuous improvements
• How You Will Do Your Work
• As a Customer Insights Specialist, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:
• Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability - the ability to adjust your approach or actions in response to changes in your ext

Requirements

• Your Success Profile

Your Match

How well this role fits your profile.

Company Intel

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