➡️ Apply here: Senior Data Analyst, Customer Experience
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As a **Senior Data Analyst, Customer Experience (CX)** at Tabby, you will be instrumental in revolutionizing customer support through data, automation, and AI. This role involves empowering teams with insights, optimizing support operations, and collaborating on intelligent workflows with LLM agents. Your responsibilities will span data analysis, LLM agent development and evaluation, and automation to enhance customer support experiences.
**Key Responsibilities:**
* **Data Analysis & Insights:**
* Analyze large datasets on agent performance, support interactions, and quality assurance.
* Write optimized SQL queries using tools like BigQuery and ClickHouse.
* Develop dashboards in Tableau and Metabase.
* Identify behavioral and performance trends among agents and support teams.
* Collaborate with QA to pinpoint root causes of agent behavior and customer issues.
* **LLM Agent Development & Evaluation:**
* Design and test LLM agents for integration into support flows.
* Implement evaluation pipelines (manual and automatic) for LLM response quality using semantic similarity and completion metrics.
* Partner with AI/ML teams to monitor and enhance LLM agent performance.
* Collaborate with development teams to request features that improve LLM agents.
* Work with the Tools & Processes team to enrich the knowledge base for LLM agents.
* **Automation & Workflow Optimization:**
* Utilize Airflow and Python for automating data tasks and support workflows.
* Propose and assist in building enhancements for agent tooling, ticket routing, and SLA tracking.
* Translate business inefficiencies into trackable metrics and measurable outcomes.
* **Cross-Functional Collaboration:**
* Serve as an analytical partner to Operations, Support Management, QA, and Training teams.
* Collaborate with Data Engineering to ensure data pipelines are clean, accurate, and well-modeled.
* Clearly communicate findings through presentations, visualizations, and concise documentation.
**Qualifications:**
* Minimum 3 years of experience as a data analyst in a fast-paced, data-intensive environment.
* Advanced SQL skills (preferably in BigQuery and/or ClickHouse).
* Proficiency in Python for data analysis, automation, and integration.
* Experience with data visualization tools (e.g., Tableau, Metabase, Looker).
* Understanding of Airflow, DAG orchestration, and modern data pipelines.
* Experience with LLM agents, prompt engineering, and OpenAI API usage.
* Ability to translate business questions into structured, testable hypotheses.
* Strong presentation and storytelling skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
* Upper-Intermediate or higher English proficiency (spoken and written).
**Job Benefits:**
* Remote work flexibility from anywhere in the world (schedule based on Dubai time).
* Individual relocation plan assistance.
* Option to register employment in countries such as Armenia, Georgia, Serbia, Portugal, Spain, or UAE.
* Flexible working hours.
* An environment that offers autonomy and responsibility.
* Opportunity for career growth based on work quality.
* Participation in the company’s employee stock options program.
* A commitment to creating an inclusive, high-performing workplace.