Customer Service BI Specialist (Chinese Speaker)

Responsibilities: • Collect, organize, and analyze user data from the customer service department and other related systems to identify user behavior patterns and issue trends. • Develop and maintain dashboards and reports to provide real-time insights into key metrics. • Provide data-driven recommendations to improve team performance and operational efficiency. • Collaborate with team leaders to implement solutions and track the impact of changes. • Conduct root cause analysis to identify underlying issues affecting KPIs (CSATs, resolution rate, etc). • Translate complex data into clear and actionable insights for senior management. • Support strategic decision-making by providing in-depth analysis and forecasting. • Ensure data accuracy and integrity by implementing best practices in data collection, storage, and analysis. • Communicate findings and recommendations effectively to stakeholders at all levels. • Collaborate with cross-functional teams to align on goals and drive initiatives. • Provide training and support to team members on data analysis tools and techniques. Requirements: • Minimum of 3-5 years of experience in a business intelligence, data analysis, or similar role. • Proven track record of analyzing complex data sets and providing actionable insights. • Experience in the crypto, financial services or compliance industry is a plus. • Bachelor’s degree in Data Science, Statistics, Computer Science, Business Analytics, or a related field. • Proficiency in data analysis tools such as SQL, Python, R, or similar. • Experience with data visualization tools like Tableau, Power BI, or similar. • Strong understanding of database management and data warehousing concepts. • Familiarity with statistical analysis and predictive modeling techniques. • Excellent analytical and problem-solving skills. • Strong attention to detail and accuracy. • Ability to communicate complex data insights clearly and concisely. • Strong organizational and time management skills. • Ability to work independently and as part of a team.