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As a Senior Customer Experience Data Analyst at Tabby, you will drive data-driven improvements to customer support operations through advanced analytics, reporting, and process optimization. You'll partner closely with CX, product, operations, QA, and training teams to measure agent and support performance, identify operational bottlenecks, and enable better decision-making across support workflows.
Key responsibilities include analyzing large-scale datasets on agent performance, support interactions, and quality assurance using BigQuery and ClickHouse. You'll write optimized SQL queries, build dashboards in Tableau or Metabase, and detect behavioral and performance trends. You'll work with QA teams to identify root causes in agent behavior and customer issues, translating business inefficiencies into trackable metrics and measurable outcomes.
This role uniquely emphasizes modern AI/ML tooling: you'll use LLM tools with prompt engineering for daily analytical tasks, summarization, and insights generation. You'll assess and profile LLM outputs for quality and analytical correctness, and integrate model outputs into analytical workflows via LLM APIs.
You'll also optimize data infrastructure using Airflow and Python to automate data tasks and support workflows. You'll refactor inefficient DAGs, queries, and transformations to ensure scalable, cost-effective data processing, and suggest improvements in agent tooling, ticket routing, and SLA tracking.
You'll act as an analytical partner to operations, support management, QA, and training, working with data engineering to ensure clean, accurate data pipelines. Strong presentation and storytelling skills are essential to communicate findings clearly to both technical and non-technical stakeholders.
