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AutoDS - Automatic Dropshipping Tools

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CX Data & WFM Specialist

Data EngineerData EngineerFull TimeRemoteMid LevelTeam 51-200Since 2016H1B No SponsorCompany SiteLinkedIn

Location

Worldwide

Posted

68 days ago

Salary

0

Seniority

Mid Level

Job Description

CX Data & WFM Specialist

AutoDS - Automatic Dropshipping Tools

At AutoDS, recently acquired by Fiverr, we're revolutionizing the eCommerce world by providing innovative tools that empower online sellers globally. As a fast-growing company, we’re looking for talented individuals who are passionate about technology, eCommerce, and making a real impact. If you're ready to join a dynamic team and thrive in a collaborative, fast-paced environment, we’d love to hear from you! We are hiring for CX Data & WFM Specialist! Responsabilities: - Run daily KPI health checks across all CS metrics; detect anomalies and own automated volume-spike alerting. - Produce weekly and monthly trend analyses and executive-ready reports for the Director, COO, and cross-functional leads. - Design, build, and maintain Tableau dashboards and Intercom reports; own the CS metric documentation (definitions, calculations, data sources). - Build rolling workforce forecasts and capacity models incorporating volume trends, agent availability, skill mix, and overtime patterns. - Monitor agent utilization in real time and historically; recommend scheduling and headcount adjustments to balance efficiency and service levels. - Maintain data pipelines and source integrations feeding into Tableau (Intercom, product DB, payroll/HR data). - Lead the delivery of a customer health-score model and early-warning churn indicators integrated into CS workflows. - Own WFM for the international support team: overtime tracking, paid-hours reconciliation, global workforce policies, headcount forecasting, and budget ownership. - Manage invoicing for global employees; ensure timely and accurate processing of payments. - Serve as the primary point of contact for the Finance team on all CS-related workforce costs, budgets, and invoicing queries. Qualifications: Required - 1+ years in a Data team. - Strong Tableau (or comparable BI tool) proficiency – building dashboards, managing data connections, designing for diverse audiences. - Advanced Excel/Sheets skills including pivot tables, complex formulas, and data modeling. - Excellent communication skills – ability to translate complex data into clear, executive-ready narratives. - English proficiency Preferred - SQL or scripting languages for data extraction and transformation. - Familiarity with CRM/helpdesk platforms (Intercom preferred; HubSpot, Zendesk, or similar). - Hands-on workforce forecasting and capacity planning experience. - Familiarity with Agile/sprint-based methodologies in an ops context. - Experience working with Payoneer and Connecteam – a bonus. Ready to take your career to the next level with AutoDS? Join us and be part of a global team that’s driving the future of eCommerce innovation. Apply today and help us create cutting-edge solutions for online sellers worldwide!

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