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!