Customer Insights & Performance Analyst

Who We Are

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 se 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.

You are a data-driven operator who blends customer experience expertise with strong analytical and technical skills. You thrive at the intersection of CX, data, and operations, and are energized by turning complex datasets and customer interactions into clear, actionable insights that drive business outcomes.

You bring a mix of quality assurance, performance analytics, and systems thinking, with the ability to evaluate both human and AI-driven customer experiences. You are comfortable working with large datasets, building dashboards, and identifying patterns and root causes across customer journeys. You don’t just report on data—you translate it into recommendations that influence strategy, improve performance, and enhance the customer experience.

You are highly detail-oriented and structured, with a strong sense of ownership over the systems and processes you manage. At the same time, you are a collaborative partner who can work cross-functionally with stakeholders across Customer Success, Support, Product, Engineering, and Operations to ensure insights are understood and acted upon.

You are also forward-thinking and curious about emerging technologies, especially AI and LLMs, and how they can be applied to scale quality, automate insights, and improve self-service experiences. You are comfortable experimenting, iterating, and continuously improving how insights are generated and operationalized.

• 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, Rev Ops, 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…