Customer Service Analytics Analyst

Bogotá, Colombia | On-site At MAJORITY, we are looking for a highly analytical, curious, and proactive Customer Service Analytics Analyst to help us understand performance, identify opportunities, and make better decisions across our Customer Service operation. This is a high-ownership individual contributor role for someone who enjoys working with data, challenging assumptions, and turning complex information into clear and actionable insights. What you'll do - Own and develop analytics for our Customer Service organization. - Build dashboards and reporting for key CS metrics and KPIs. - Monitor performance, identify trends, risks, and opportunities, and conduct root cause analyses. - Partner with CS leadership to turn data into clear recommendations and business decisions. - Explore AI, automation, and new analytical tools to improve operational visibility and efficiency. What we're looking for - Strong experience in data analytics, business analytics, operations analytics, or a similar role. - Strong analytical skills and experience working with KPIs, metrics, dashboards, and performance reporting. - Advanced Google Sheets or Excel skills and experience with BI tools. - High level of autonomy, ownership, curiosity, and ability to communicate insights clearly. - Fluency in Spanish and English and a bachelor's degree from a top-tier university, ideally in Analytics, Engineering, Economics, Business, Science, or a related field. Nice to have - Experience in fintech, technology, or high-growth companies. - Experience working with Customer Service or Customer Operations data. - Experience with Looker, Intercom, or similar tools. What we offer - Direct impact on the development of a global Customer Service organization. - High exposure to leadership, Product, Operations, Data, and Technology. - Competitive salary, indefinite-term contract, statutory benefits, and comprehensive healthcare coverage including prepaid medicine. We are MAJORITY. We are international, ambitious, kind, and inclusive. We believe in equal opportunity and value diversity.